Senior Client Success Manager, Employee Benefits

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

Pets Best is a subsidiary of Independence Pet Holdings (IPH). Pets Best offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service.

Job Summary

Pets Best is seeking a Sr. Client Success Manager Employee Benefits who will oversee a portfolio of assigned Employee Benefits (EB) 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.

Job Location: Remote USA

Main Responsibilities

Monitor daily inventories/queues across Research & Resolution (R&R) and SIU; ensure staffing, prioritization, and workload balance align to volume and business risk

Works with internal partners to ensure a successful launch of the pet insurance employee benefit across various organizations.

Acts as a real-time postsale consultative partner to HR teams, Benefits Brokers, and Benefit Administration platforms to ensure a smooth rollout and ongoing benefit engagement.

Owns clientlevel gotomarket (GTM) plan execution, partnering closely with Partner Marketing to align on agreedupon marketing priorities, coordinate campaigns, and support employee engagement and enrollment initiatives.

Builds and maintains strong, longlasting relationships with HR leaders, benefits brokers, and benefit technology partners to support successful benefit delivery and ongoing engagement.

Develops trusted advisor relationships with key accounts, customer stakeholders, and internal business units to support long-term client satisfaction and benefit adoption.

Coordinates ongoing benefit support including eligibility updates, enrollment changes, open enrollment planning, and employee engagement strategies.

Partners with brokers and HR teams to evaluate program performance, identify and execute opportunities for growth within existing partnerships, and ensure ongoing competitiveness.

Develops new business within existing client groups and identifies opportunities to expand participation and enrollment.

Serves as the lead point of contact for all client account management matters, including benefit questions, enrollment inquiries, and escalations.

Collaborates with Benefit Admin platforms and internal technical teams to support file feeds, enrollment connections, and successful benefit configuration.

Assists in onboarding new client groups, coordinating implementation timelines, training sessions, and rollout communications to ensure a seamless and consistent experience.

Supports renewal preparation by collaborating with brokers and HR teams, providing utilization insights, and ensuring timely retention activities.

Performs other duties and responsibilities as assigned.

Basic Qualifications

5 years relationship management, account management, or related experience, preferably within employee benefits, voluntary benefits, insurance, or HR-facing environments.

Associates 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 clientfocused mindset with a passion for delivering an exceptional experience to HR teams, brokers, and employer groups

Strong relationshipbuilding 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, solutionoriented approach to identifying needs and resolving client issues

Preferred Qualifications

Experience supporting large or complex client groups, including enterprise or employersponsored 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 .