Own primary pharma manufacturer client relationships, serving as the main point of contact for strategic alignment, communication, and long-term trust-building across all assigned programs
Lead escalation management by triaging, owning, and resolving client issues; engage Product, Engineering, or Operations as needed and participate directly on client calls rather than relaying status
Surface client needs to the Product Manager and attend client scoping sessions to ensure the prioritization process reflects client context; contribute to solution design in partnership with Product
Align with clients on scope, strategic priorities, and program performance; set and manage client expectations across all active programs to ensure consistent delivery against commitments
Lead and develop direct reports, including a Client Success Manager focused on account health and program monitoring and an Operations Manager focused on day-to-day program operations; team size scales with program volume
Collaborate closely 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

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)

Director of Client Success

Key skills