Director, Client Services

This is a fully remote position, open to applicants in New York.

📋 Description

• Lead the strategy and operational plan delivery for all programs within your portfolio, ensuring that campaigns are designed to fulfill client objectives prior to any execution steps.

• Convert strategic goals into actionable delivery plans, team configurations, timelines, and workflows.

• Take ownership of the governance model for each account, establishing meeting frequencies, decision-making rights, escalation procedures, and communication protocols at the program's inception.

• Create and oversee resource allocation plans across your portfolio, ensuring Customer Success Managers and Coordinators are appropriately assigned based on program complexity, phases, and client tiers.

• Dive into the details to guarantee consistent high-quality completion of the following: delivery and resource plans, governance models and meeting schedules, risk mitigation strategies, standards, playbooks, and templates.

• Review and authorize all client-facing communications, presentations, and strategic deliverables prior to distribution — maintaining consistency, accuracy, and quality is essential.

• Oversee program execution from the planning stage through launch and ongoing optimization.

• Ensure that action items from post-QBRs are clearly defined, assigned, and completed.

• Manage a portfolio of pharmaceutical accounts with full responsibility for retention, growth, and overall program health — including clients generating $5-10M+ annually.

• Serve as a strategic consultant to client stakeholders, converting brand imperatives into program design recommendations rather than mere execution plans.

• Formulate annual account growth strategies aligned with client brand and portfolio objectives, proactively identifying expansion opportunities.

• Lead QBRs by presenting campaign analytics, operational performance, and suggested optimizations with a clear perspective — going beyond just data recaps.

• Own the brand-level health and retention strategy, which includes proactive risk identification, mitigation planning, and follow-up on all post-QBR action items.

• Exhibit a comprehensive understanding and ownership of the full MLR submission and approval processes, acting as the internal authority on content guidelines and platform functionality.

• Collaborate with Business Development on upsell and cross-sell initiatives, directly contributing to revenue growth targets.

• Supervise and mentor a team of Customer Success Managers and Coordinators, holding them accountable to delivery standards while fostering their strategic and consultative skills.

• Facilitate cross-functional teamwork across Sales, Operations, Product, and Data to design and deliver integrated solutions — not merely coordinating handoffs.

• Represent your accounts internally, providing client feedback and market insights to inform Product roadmap prioritization and departmental initiatives.

• Manage escalation and issue resolution across delivery, operations, and client concerns proactively, before they escalate to the client.

⛳️ Requirements

• Over 4 years of experience delivering software platforms or complex programs to clients of increasing size and complexity.

• Proven experience managing clients with annual revenues exceeding $5M.

• Background in pharmaceutical life sciences, health tech, or a SaaS/platform environment serving pharmaceutical clients.

• Demonstrated ability to function as a strategic consultant to pharmaceutical brand teams, converting business objectives into program design and delivery frameworks.

• Experience in constructing and maintaining governance structures, delivery frameworks, and cross-functional operating models for complex, multi-phase programs.

• Proven track record of leading and developing high-performing Customer Success or account teams.

• In-depth knowledge of MLR submission and approval processes, content guidelines, and technical platform capabilities.

• Exceptional skills in QBR and executive presentations — comfortable presenting performance data with a clear perspective and actionable recommendations.

• Proven ability to drive retention and revenue growth through consultative partnerships with clients.

• Strong proficiency in project management tools (such as Asana or equivalent) — actively managing a live project plan across a high-volume portfolio, not just tracking tasks.

• Comfortable utilizing data and performance insights to inform recommendations and optimizations.

• Strong judgment in managing risks, addressing escalations, and maintaining stakeholder trust.

• Ability to autonomously manage a high-complexity portfolio in a fast-paced, deadline-driven environment.

• Willingness to travel 1-2 times per quarter.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage for you and your dependents, along with access to an on-demand healthcare concierge.

• Pre-tax savings options for healthcare and dependent care, including monthly employer contributions to HSA for those enrolled in a high-deductible plan.

• Fully funded short- and long-term disability insurance, as well as life and AD&D insurance.

• Flexible vacation policy allowing you to take the time you need to recharge in your own way.

• Paid parental leave to spend quality time with your newborn, adopted, or foster child, available after 6 months of employment.

• If you are near an office, we encourage you to spend some time in-person for collaboration and connection; otherwise, remote work is always an option.

• Plan for your future with tax advantages and company matching contributions.