Director of Client Success

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

📋 Description

• Manage primary relationships with pharmaceutical manufacturer clients, acting as the key point of contact for strategic alignment, communication, and the establishment of long-term trust across all assigned programs.

• Oversee escalation management by triaging, owning, and resolving client issues; engage with Product, Engineering, or Operations as necessary and participate directly in client calls instead of merely relaying status updates.

• Identify client needs to inform the Product Manager and attend client scoping sessions to ensure that the prioritization process reflects the client's context; collaborate on solution design alongside the Product team.

• Align with clients regarding scope, strategic priorities, and program performance; set and manage client expectations across all active programs to guarantee consistent delivery against commitments.

• Lead and develop direct reports, which includes a Client Success Manager focused on account health and program monitoring, as well as an Operations Manager focused on daily program operations; the team size will adjust based on program volume.

• Work closely with the Project Manager on delivery coordination and cost transparency; collaborate with Engineering, Pharmacy Dispensing Operations, Patient Experience, and Data teams to ensure smooth program execution.

⛳️ Requirements

• Minimum of 5 years in client success, account management, or client-facing program management (Required).

• At least 2 years of experience managing direct reports (Required).

• Background in specialty pharmacy, pharmaceutical manufacturer services, hub services, or healthcare technology (Preferred).

• Previous experience managing pharmaceutical manufacturer relationships at the brand team or senior director level (Preferred).

• In-depth knowledge of pharmaceutical manufacturer client relationships, specialty pharmacy or hub services operations, and client success methodologies in a matrixed environment (Required).

• Excellent skills in client relationship management, escalation management, and executive-level written and verbal communication (Required).

• Ability to navigate ambiguity, manage competing priorities, and convert client context into actionable product feedback; adept at influencing without direct authority over shared services (Required).

• Familiarity with direct-to-patient program delivery, specialty pharmaceutical reimbursement, or comparable single-partner platform experience (Preferred).

• Strategic thinking applicable to a multi-program client portfolio; ability to quickly adapt to a new organizational structure and help define innovative working methods (Preferred).

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off (PTO)

• Flexible work arrangements

• Professional development opportunities