Senior Director, Client Success

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

📋 Description

• Oversee the strategic client success function for LucyRx’s entire portfolio.

• Enhance client satisfaction, retention, renewals, growth, profitability, and overall client health.

• Act as a senior advisor to key clients and internal leadership teams.

• Develop governance and escalation frameworks for Account Executives.

• Cultivate and sustain relationships with C-suite executives and senior stakeholders, including clients, consultants, and brokers.

• Lead high-level discussions regarding performance outcomes, strategic initiatives, cost management, and value realization.

• Align LucyRx solutions with clients' business priorities and healthcare objectives.

• Collaborate with Sales and Account Executives on renewal strategies, timelines, and opportunities for upselling and cross-selling.

• Identify potential risks and implement strategies to mitigate them, enhancing retention.

• Supervise renewal negotiations for strategic or at-risk accounts.

• Create and manage the client experience strategy, monitoring satisfaction indicators such as NPS and client feedback.

• Develop leadership, succession plans, talent development programs, and foster a high-performance client-centric culture.

• Establish standards for client engagement, strategic account planning, renewal readiness, and execution.

• Mentor team members on executive presence, consultative approaches, and articulating value.

• Oversee account strategies and business plans, identifying opportunities for growth and expansion.

• Set performance standards and conduct reviews based on retention, growth, satisfaction, and planning metrics.

• Address performance gaps through coaching, corrective actions, and development plans.

• Collaborate with Operations, Clinical, Product, and Finance teams to advocate for client needs and influence priorities.

• Manage executive-level escalations effectively.

• Develop scalable client success processes, governance models, and best practices.

• Keep abreast of PBM, pharmacy, and healthcare trends, translating insights into strategic guidance.

• Position LucyRx as a strategic partner and leader in the industry.

⛳️ Requirements

• Bachelor's degree in Business, Healthcare Administration, or a related field.

• Over 10 years of experience in Client Success, Account Management, or Client Services within the healthcare, PBM, or related sectors.

• More than 5 years of leadership experience, including managing Account Executives or holding senior client-facing roles.

• Demonstrated success in driving client retention and renewals.

• Proven ability to manage senior-level client relationships effectively.

• Track record of leading complex, high-value accounts successfully.

• Ability to influence executive stakeholders both internally and externally.

• MBA or an advanced degree is preferred.

• Extensive experience in a PBM, health plan, or pharmacy services environment is preferred.

• Experience collaborating with consultants, brokers, and large employer groups is preferred.

• Capability to perform primarily sedentary tasks with some standing, walking, bending, and reaching.

• Competence in operating a computer, mouse, keyboard, and standard office equipment.

• Willingness to travel as needed.

🏝️ Benefits

• Remote-first work environment.

• Supportive, collaborative, and mission-driven culture.

• Opportunities for professional growth alongside colleagues.

• Travel may be required by car or airplane.