Manager, Membership and Client Support

Manager, Membership and Client Support Full‑Time. Location: In Austin: 2 days per week in office Outside Austin: Remote. Travel: 2‑4 times per year for team meetings. You give so much of yourself to your work—and here at Thrive Pet Healthcare, we recognize the impact you make every day. Across our Home Office teams, you’ll partner closely with leaders and colleagues nationwide to shape the future of veterinary care. And you’ll do it with the support, tools, and community you need to thrive. As part of a network of 350+ hospitals and a growing corporate team, you’ll be appreciated for who you are, the expertise you bring, and the impact you make across our organization. About Us Thrive Pet Healthcare is a community of 350 hospitals nationwide united by our mission to bring quality, empathetic veterinary care to pets and their families. Our Home Office teams power that mission by supporting our hospitals through operational excellence, innovative programs, people‑centered culture, and forward‑thinking business solutions — all while having plenty of fun along the way. The Role 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. What You’ll Do Membership Operations & Performance 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 Client Support Operations & Team Leadership 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, and 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 FreshDesk AI, forms and chat features Cross‑train team to support others during absences Technology & Platform Administration 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) Cross‑Functional Partnership 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 Collaborates with Talent & Learning to develop training materials and rollout plans, as needed Key Qualifications Bachelor’s of Business, Marketing, Communications or operation 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 demonstrated experience building scalable processes Highly organized and adept at keeping multiple initiatives moving forward Experience in Veterinary Services or Pet Care industry a plus, but not required Excellent project management and organizational skills Highly collaborative with ability to work cross‑functionally Tech savvy with experience across multiple software platforms Experience with contact management software a plus Quick learner with the ability to quickly understand new technology systems Creative thinker and problem solver not afraid to bring new ideas to the table Strong written and verbal communication skills Strong financial and business acumen Able to prioritize tasks, meet deadlines, and work independently in a fast‑paced environment Able to work cross‑functionally with various stakeholders, i.e. developers, clinic practice managers, marketers, field marketing How You’ll Grow With Us Here, you can grow your career through access to meaningful learning opportunities, leadership programs, and continued development, including: Free CE and learning resources through ThriveU Leadership development workshops Career mobility across departments and teams Opportunities to contribute to enterprise projects and innovation initiatives Benefits – Our Care in Action Paid time off including 8 weeks of full‑pay parental leave, bereavement for humans and pets, and time off for new pet adoptions Medical, dental, and vision insurance, plus HSA and FSA options Generously subsidized backup care for children, adults, and pets Mental health resources including therapy and coaching 401k with employer contribution and no waiting period Pet perks including free exams and discounts at all Thrive Pet Healthcare locations Student loan support and scholarship programs Continuing education with free courses and paid time off to complete Diversity, Equity, Inclusion & Belonging At Thrive Pet Healthcare, we celebrate and embrace the uniqueness and diversity of all our team members, pet parents, and pets. We strive to create a culture where everyone feels they belong, are supported, and are empowered to thrive. #J-18808-Ljbffr Thrive-Pet-Healthcare