Care Partner Relationship Manager

Care Partner Relationship Manager

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.

• Travel: 50% - 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

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…