VP of Client Success

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

📋 Description

• Act as the primary relationship owner for key client initiatives at Gifthealth.

• Cultivate trust with client executives, comprehend their strategic objectives, and ensure Gifthealth is recognized as a vital partner.

• Manage escalations, renewals, and discussions about expansion at the relationship level.

• Lead and mentor a team of Directors of Client Success responsible for executing quarterly business reviews (QBRs), program reporting, and daily client interactions.

• Maintain a comprehensive overview of program health across all client accounts.

• Collaborate with the patient experience team to proactively identify risks, resolve issues, and ensure that program performance aligns with or surpasses client expectations.

• Act as the main liaison between client-facing operations and the patient experience operations team.

• Ensure that quarterly business reviews are conducted at an exemplary standard across all client programs.

• Collaborate with commercial leadership on strategies for renewals and opportunities for expansion.

⛳️ Requirements

• A Bachelor’s degree or equivalent experience is necessary.

• Over 10 years of experience in client success, account management, or healthcare program partnerships, including a minimum of 3 years in a VP, senior director, or comparable leadership role.

• Proven track record of managing and expanding strategic client relationships at the VP or C-suite level; experience in supervising or developing Directors or senior-level client success professionals; capability to oversee program performance across multiple accounts concurrently; excellent executive communication and presentation skills.

• Background in specialty pharmacy, hub services, pharmaceutical manufacturer programs, or patient support services; familiarity with QBR development, account health assessment, and client success metrics (NPS, renewal rates, time-to-value); adeptness with data and reporting tools such as Salesforce, Metabase, or Tableau.

• Demonstrated capability to lead teams and enhance performance across cross-functional groups, including operational teams outside of the direct reporting structure.

• Strong comprehension of healthcare program operations, particularly in specialty pharmacy, hub services, and patient support programs.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional development and career advancement.

• A supportive and collaborative work environment.