Care Partner Relationship Manager

Truss Vet • Durham, NC

1d • Hybrid

About The Position

At Truss Vet, we’re bridging gaps in care to support pets and the people who love them. We have an ambitious 10-year goal of nurturing the human-animal bond by supporting over 1 million pets and their families. We're doing this by pioneering a new category in veterinary medicine and building out the premier veterinary urgent care company in our industry. We're growing quickly, and we need talented people to help us accomplish our goals! The Care Partner Relationship Manager is a relationship-driven, operationally minded team member who partners with veterinary clinics across our clinic footprint to maximize Care Partner engagement, retention, and awareness of Truss Vet - Veterinary Urgent Care's capabilities. This role sits at the intersection of clinical operations and care partner relations, and will support both clinic staff navigating referral pathways and our internal teams in delivering seamless care partner experiences. You'll spend significant time traveling between clinics in North Carolina, South Carolina, Tennessee, and the broader Southeast, building genuine relationships with veterinary teams while driving measurable growth in Care Partner visit volume.

Requirements

• Experienced relationship management professionals (ex. Client Success Managers, Sales Representatives, Strategic Partnership Leads, Account Executives) interested in working in animal health with prior experience in veterinary or healthcare industries.
• Basic ability to track metrics, analyze trends, and use data to inform strategy are a plus (no advanced analytics needed; Excel proficiency sufficient).
• You're a relationship builder who thrives on solving problems for others.
• You're equally comfortable in a meeting with clinical leadership and chatting with staff about how to refer cases.
• You understand sales and partnership building without being stereotypically "salesy"; you ask good questions, listen, and focus on genuine partnership value.
• You're comfortable wearing multiple hats and shifting between relationship-building conversations and operational problem-solving.
• You genuinely enjoy building trust with people across different roles and personalities.
• You listen more than you talk and understand what drives clinics' success.
• You can explain complex clinical concepts in accessible ways, adapt your approach based on your audience, and communicate with clarity whether in-person, on calls, or in writing.
• You’re organized and detail-oriented.
• You can manage your own schedule, travel logistics, and follow-up systems with minimal oversight.
• You understand how to identify opportunities, build a pipeline, and move partners toward decisions without being pushy or transactional.
• You have a growth mindset; you never stop learning, and you’re constantly looking for ways to advance yourself, your career, and your team
• You want to work for a company that has a big vision and ambitious plans for growth, and you want to be a part of helping achieve that growth
• You want to make a difference in the world, have an impact on people’s lives, and change the future of animal healthcare for the better
• You’re willing to “get your hands dirty;” no task is beneath you, you’re entrepreneurial

Responsibilities

• Build and maintain relationships with existing Care Partner clinics through regular visits, calls, and touchpoints
• Drive retention and engagement by understanding each clinic's case sharing patterns, pain points, and growth opportunities
• Identify and execute on expansion opportunities within existing partners
• Conduct in-person training and consultations at clinic locations to demonstrate Truss Vet's capabilities and streamline client transfer processes
• Track and analyze Care Partner visit volume and engagement metrics to identify trends and opportunities
• Accurately document procedures and relevant details related to care partner relationship management
• Demonstrate professionalism, efficiency, and compassion when working with care partners, clients, and clinical staff
• Identify and outreach to prospective veterinary clinics in your assigned markets
• Partner with Practice Managers (PMs) and clinical teams to create customized plans for partner engagement, marketing, and maintenance of new relationships
• Communicate value proposition in language that resonates with clinic leadership and clinical staff
• Close partnerships by facilitating patient referrals and ensuring smooth initial experience
• Proactively surface fractured relationships — partners whose case sharing patterns have changed or quietly stopped — and diagnose what happened.
• Actively ask Care Partners about past negative experiences with Truss Vet and facilitate resolution between the partner clinic and the relevant Truss Vet team.
• Turn complaints into trust and close the loop internally — ensure feedback reaches the clinic team that needs to hear it and that follow-through is visible to the partner.
• Track Key Metrics across Truss Veterinary clinics and their care partners: Volume of transferred cases over time from care partners, Changes in care partner behavior or patterns in transferred cases, Case types and acuity

Benefits

• Competitive salary
• Health, vision, and dental insurance
• Short- and long-term disability coverage, life insurance, accident insurance, and critical illness insurance
• Paid time off (PTO)
• Mental wellness subscription
• Parental leave
• 401K + match
• Pet care discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed