Manager, Membership and Client Support

Manager, Membership & Client Support

The Manager, Membership & Client Support is responsible for the operational performance, growth, and continuous optimization of Thrive Pet Healthcare's membership program (Thrive Plus) across our national hospital network. This role blends strategy with operational execution and people leadership. In addition to driving system-wide membership performance, this leader will oversee and develop a team of Client Support Representatives who support both internal hospital teams for all membership and marketing requests and external clients for membership support.

This is a highly cross-functional role partnering closely with Operations, Brand, IT, Product, Marketing, Finance, and Field Leadership to ensure operational excellence, strong client experience, and scalable program growth.

Make an Impact as Manager, Membership & Client Support

We're looking for a Manager, Membership & Client Support to join the Thrive Pet Healthcare Home Office team. In this role, you'll play a meaningful part in advancing our organization's priorities and supporting our hospital teams. Your expertise will help improve processes, elevate the employee and client experience, and strengthen the operational foundation of a growing, nationwide veterinary network.

• Accountable for Thrive Plus performance, including new member acquisition, retention, engagement, and overall program contribution
• Owns day-to-day operational execution and continuous improvement of the membership program so clients have a seamless membership experience
• Serves as subject matter expert for all aspects of Thrive Plus (internal and external stakeholders)
• Drives operational consistency and advocacy across hospitals, ensuring adherence to program standards and processes
• Oversees rollout and implementation of membership in new and transitioning hospitals
• Evaluates program performance and recommends enhancements, promotions, and operational improvements to drive adaption and revenue

• Leads and manages a team of Client Support Representatives supporting:
• Internal hospital teams with operational membership needs
• External pet parent clients with membership and billing inquiries
• Internal hospital teams creative and CRM needs
• Establishes service standards, KPIs, and performance metrics for the client support team
• Builds scalable workflows and documentation to improve response times, issue resolution, and overall service quality
• Partners with Operations leadership to ensure seamless communication between hospitals and support teams
• Identifies opportunities to automate and streamline support processes using Fresh Desk AI, forms and chat features
• Cross-train team to support others during absences

• Oversees the Freshdesk client support function, managing both internal and external support for Thrive Plus membership, the Pet Portal, mobile app, and hospital marketing requests.
• Owns administration of the third-party membership management platform Recurly with IT, including:
• Plan creation and updates
• Discount and benefit configuration
• Emails and dunning messaging
• Reporting and analytics – with support from finance
• Partners with IT and Product teams to advance the membership technology roadmap for improved UX
• Drives increased automation, self-service capabilities, and system reliability
• Oversees Kount (fraud tool)

• Partners with CRM, Brand and RMT to support acquisition, engagement, and retention strategies for membership; internal process for Freshdesk ticketing improvements
• Works with Finance and EDA to enhance reporting and performance visibility
• Provides insights from hospital and client feedback to inform program evolution
• Collaborate with Talent & Learning to develop training materials and rollout plans, as needed

• Bachelors of Business, Marketing, Communications or operational related field required
• 4+ years of experience managing subscription, loyalty, or membership programs
• 3+ years of people management experience (client/customer support or operations team preferred)
• Strong operations mindset with…