Director of Client Success

• Own primary pharma manufacturer client relationships as the main point of contact for strategic alignment, communication, and long-term trust-building
• Lead escalation management by triaging, owning, and resolving client issues
• Engage Product, Engineering, or Operations as needed and participate directly on client calls
• Surface client needs to the Product Manager and attend client scoping sessions
• Contribute to solution design in partnership with Product
• Align with clients on scope, strategic priorities, and program performance
• Set and manage client expectations across active programs
• Lead and develop direct reports, including a Client Success Manager and an Operations Manager
• Collaborate with the Project Manager on delivery coordination and cost transparency
• Partner with Engineering, Pharmacy Dispensing Operations, Patient Experience, and Data teams to ensure seamless program execution
• Travel occasionally for client meetings, business reviews, team meetings, conferences, or onsite operational support

Requirements

• 5+ years in client success, account management, or client-facing program management (Required)
• 2+ years managing direct reports (Required)
• Experience in specialty pharmacy, pharma manufacturer services, hub services, or healthcare technology (Preferred)
• Prior experience managing pharma manufacturer relationships at the brand team or senior director level (Preferred)
• Deep knowledge of pharma manufacturer client relationships, specialty pharmacy or hub services operations, and client success methodology in a matrixed environment (Required)
• Strong client relationship management, escalation management, and executive-level written and verbal communication skills (Required)
• Ability to navigate ambiguity, manage competing priorities, and translate client context into actionable product feedback; able to influence without direct authority over shared services (Required)
• Knowledge of direct-to-patient program delivery, specialty pharma reimbursement, or comparable single-partner platform experience (Preferred)
• Strategic thinking across a multi-program client portfolio; ability to quickly onboard to a new organizational structure and help define new ways of working (Preferred)
• Ability to sit and/or work at a computer for extended periods
• Ability to use standard office equipment, including a computer, keyboard, mouse, headset, and telephone
• Ability to perform repetitive motions throughout the workday
• Ability to communicate effectively with internal and external stakeholders in person, via video conference, by phone, and in writing
• Ability to manage multiple priorities and respond effectively in a fast-paced, high-growth environment
• Ability to work during standard business hours with flexibility for escalations, client needs, or critical business initiatives

Core Competencies

Demonstrates expertise in client relationship management, particularly within the pharma manufacturing and specialty pharmacy sectors, while effectively leading teams and managing client expectations in a dynamic environment.

Highest-signal resume keywords

• Client Success Management
• Pharma Manufacturer Relationships
• Escalation Management
• Team Leadership
• Strategic Thinking

ATS Optimization Keywords

Hard Skills

• Client-Facing Program Management
• Specialty Pharmacy Operations
• Hub Services Knowledge
• Direct-to-Patient Program Delivery
• Pharma Reimbursement Expertise

Soft Skills

• Executive-Level Communication
• Influencing Without Authority
• Navigating Ambiguity
• Managing Competing Priorities
• Effective Stakeholder Communication

Industry Keywords

• Pharmaceuticals
• Healthcare Technology
• Client Success Methodology
• Matrixed Environment
• Multi-Program Client Portfolio