Care Partner Relationship Manager

A few years ago, we asked a question: what if pets with problems that can’t wait — but don’t belong in the ER — had somewhere great to go? And what if the people providing that care actually loved their jobs? Today the answer is Truss Vet, with six veterinary urgent care clinics across North Carolina, South Carolina, and Tennessee, a growing community of doctors, and more on the way.

At Truss Vet, we’re on a mission to elevate the human-animal bond by removing barriers to compassionate, high- quality veterinary care. Our urgent care clinics are built for pets with non-life-threatening issues that don’t belong in the ER but can’t wait for a regular vet visit. The sweet spot between general practice and emergency care. We deliver exceptional medical outcomes while ensuring a better quality of life for our team. Yes, both. That’s the whole point.

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.

• Travel: 75%
• • Significant travel required across the Southeast; travel budget allocated
• Markets: North Carolina, South Carolina, Tennessee with the role designed to scale to as many as 10 markets as we grow.
• Work Environment: Mix of office time (reporting, planning), travel to clinic locations, and virtual and in-person meetings with partners and internal teams

Key Responsibilities

Care Partner Relationship Management (50%)

• 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

Care Partner Acquisition (20%)

• 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

Relationship Repair & Recovery (20%)

• 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.

Analytics & Reporting (10%)

• 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

You’re a great fit if

• 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
• You read our core values (below) and they overlap with your personal values

Qualified candidates may include

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).

We believe in

• Excellence in medicine and the highest reasonable standards of care
• Providing our teams the resources to be happy and successful
• That every pet deserves to live its best life (Except for that one chihuahua… just kidding!)
• Going home on time
• No abusive noncompetes
• Building a supportive team that you want to hang out with even on your days off (but we’ll never make you)
• Treating people like we want to be treated
• Compensation and benefits that help people live well
• Working hard and pursuing excellence while still having fun

Compensation & 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

Truss Vet Core Values Statements

• Dare to Care: Doing what is easy isn’t always right. Doing what is right isn’t always easy. So we show up. Even when clients don’t deserve our best, even when a conversation is uncomfortable, we approach situations with courage, empathy, and authenticity. “We care enough to have tough conversations and we handle tough conversations with care.”
• The Details Matter: Our standards are reflected in every detail, and those details matter. The client will never forget the hug you gave when they said goodbye to their best friend. That blanket may mean the difference between an hour of comfort for a pet versus an hour of fear. The smell or site of a dirty rug may mean the difference between a great first impression versus skepticism of our entire team.
• Truss One Another: To be accountable to the success of the team means we’re accountable to the success of each other. We have our teammates’ backs. We catch each other's’ mistakes. We challenge each other to improve and be the best versions of ourselves.
• Bowl Half Full: Your dog doesn’t go through life believing his bowl is half-empty. We see the good in others and in each other, we see opportunities in challenges, we meet discomfort with good humor, and when we find closed doors, we kick them open or make new ones.

If you’ve made it this far (you’ve passed your first test), and we can’t wait to meet you! For more information, check us out at www.trussvet.com.