Director of Client Success

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

📋 Description

• Serve as the primary liaison for pharmaceutical manufacturer clients, ensuring strategic alignment, effective communication, and the establishment of long-term trust.

• Oversee the management of escalations by identifying, addressing, and resolving client issues effectively.

• Collaborate with Product, Engineering, or Operations teams as required and actively participate in client discussions.

• Identify client requirements to inform the Product Manager and engage in client scoping sessions.

• Assist in solution design in collaboration with the Product team.

• Work with clients to agree on scope, strategic goals, and program performance metrics.

• Set and manage expectations for clients across all active programs.

• Supervise and mentor direct reports, including a Client Success Manager and an Operations Manager.

• Partner with the Project Manager to ensure effective delivery coordination and transparency regarding costs.

• Collaborate with Engineering, Pharmacy Dispensing Operations, Patient Experience, and Data teams to guarantee smooth program execution.

• Travel occasionally for client meetings, business reviews, team gatherings, conferences, or on-site operational support.

⛳️ 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 relationships with pharmaceutical manufacturers at the brand team or senior director level (Preferred).

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

• Proven skills in client relationship management, escalation management, and effective written and verbal communication at the executive level (Required).

• Capability to navigate uncertainty, manage conflicting priorities, and convert client insights into actionable product feedback; able to influence without direct authority over shared services (Required).

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

• Strategic thinker with experience managing a multi-program client portfolio; ability to rapidly adapt to new organizational structures and define new operational methods (Preferred).

• Capacity to sit and/or work at a computer for extended periods.

• Proficiency in using standard office equipment, including a computer, keyboard, mouse, headset, and telephone.

• Ability to perform repetitive motions throughout the workday.

• Effective communication skills with internal and external stakeholders in person, via video conference, by phone, and in writing.

• Skill in managing multiple priorities and responding effectively in a fast-paced, high-growth environment.

• Willingness to work during standard business hours with flexibility for escalations, client needs, or critical business initiatives.

🏝️ Benefits

• Opportunities for occasional travel for client meetings, business reviews, team meetings, conferences, or on-site operational support, as necessary.

• Flexible scheduling options for escalations, client needs, or critical business initiatives.

• Commitment to Equal Employment Opportunity and fostering an inclusive work environment.