Senior Client Success Manager

Independence Pet Holdings is a corporate holding company that manages a diverse portfolio of pet health brands and services. Pets Best is a subsidiary offering pet insurance and wellness plans for dogs and cats.

Pets Best is seeking a Sr. Client Success Manager – Employee Benefits who will oversee a portfolio of assigned Employee Benefits groups, partnering closely with HR professionals, benefit technology and administration partners, and employee benefits brokers. This role drives employee engagement and enrollment in the voluntary pet insurance benefit while ensuring strong partner satisfaction, ongoing program success, and retention at renewal.

• Monitor daily inventories/queues across Research & Resolution (R&R) and SIU; ensure staffing, prioritization, and workload balance align to volume and business risk
• Work with internal partners to ensure a successful launch of the pet insurance employee benefit across various organizations
• Act as a real‑time post‑sale consultative partner to HR teams, benefits brokers, and benefit administration platforms to ensure a smooth rollout and ongoing benefit engagement
• Own client‑level go‑to‑market (GTM) plan execution, partnering closely with partner marketing to align on marketing priorities, coordinate campaigns, and support employee engagement and enrollment initiatives
• Build and maintain strong, long‑lasting relationships with HR leaders, benefits brokers, and benefit technology partners to support successful benefit delivery and ongoing engagement
• Develop trusted advisor relationships with key accounts, customer stakeholders, and internal business units to support long‑term client satisfaction and benefit adoption
• Coordinate ongoing benefit support including eligibility updates, enrollment changes, open enrollment planning, and employee engagement strategies
• Partner with brokers and HR teams to evaluate program performance, identify and execute opportunities for growth within existing partnerships, and ensure ongoing competitiveness
• Develop new business within existing client groups and identify opportunities to expand participation and enrollment
• Serve as the lead point of contact for all client account management matters, including benefit questions, enrollment inquiries, and escalations
• Collaborate with benefit admin platforms and internal technical teams to support file feeds, enrollment connections, and successful benefit configuration
• Assist in onboarding new client groups, coordinating implementation timelines, training sessions, and rollout communications to ensure a seamless and consistent experience
• Support renewal preparation by collaborating with brokers and HR teams, providing utilization insights, and ensuring timely retention activities
• Perform other duties and responsibilities as assigned

• 5 years relationship management, account management, or related experience, preferably within employee benefits, voluntary benefits, insurance, or HR‑facing environments
• Associate’s Degree or equivalent work experience (One year of relevant experience is equivalent to one year of college)
• Have and maintain a Property & Casualty License, or must obtain within 45 days of hire
• A client‑focused mindset with a passion for delivering an exceptional experience to HR teams, brokers, and employer groups
• Strong relationship‑building skills and the ability to earn trust with diverse stakeholders
• Clear and confident communication skills, with the ability to simplify complex benefit concepts for clients and internal partners
• A proactive, solution‑oriented approach to identifying needs and resolving client issues

• Experience supporting large or complex client groups, including enterprise or employer‑sponsored benefit programs
• Experience working with benefit technology platforms, benefit administrators, and voluntary benefits brokers, and their employer clients
• Experience in regulated industries such as insurance, financial services, or healthcare
• Familiarity with issue intake, prioritization, and escalation management in a cross‑functional environment
• Working knowledge of data exchange concepts (e.g., APIs, SFTP) from a business perspective

• Comprehensive full medical, dental and vision insurance
• Basic life insurance at no cost to the employee
• Company paid short‑term and long‑term disability
• 12 weeks of 100% paid parental leave
• Health savings account (HSA)
• Flexible spending accounts (FSA)
• Retirement savings plan
• Personal paid time off
• Paid holidays and company‑wide wellness day off
• Paid time off to volunteer at nonprofit organizations
• Pet‑friendly office environment
• Commuter benefits
• Group pet insurance
• On‑the‑job training and skills development
• Employee assistance program (EAP)