Senior Director, Client Success

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🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $140.8k - $164.9k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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LucyRx

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

💰 Seed on 2025-05

Healthcare • Healthcare Insurance • Pharmaceuticals

LucyRx is a fast-scaling, independent, next-generation pharmacy benefit manager (PBM) that reimagines prescription care for plan sponsors, members, and providers nationwide. The company emphasizes transparency, conflict-free economics, customizable formularies and plan designs, and personalized member support to lower costs and improve health outcomes. LucyRx positions itself as a partner to employers and health plans, offering services to clarify hidden costs, optimize rebate performance, and deliver proactive client support.

📋 Description

• Lead the strategic client success function across LucyRx’s portfolio • Drive client satisfaction, retention, renewals, growth, profitability, and client health • Serve as senior advisor to key clients and internal leadership • Establish governance and escalation frameworks for Account Executives • Build and maintain C-suite and senior stakeholder relationships with clients, consultants, and brokers • Lead executive discussions on performance outcomes, strategic initiatives, cost management, and value realization • Align LucyRx solutions with client business priorities and healthcare objectives • Partner with Sales and Account Executives on renewal plans, timelines, upsell, and cross-sell opportunities • Identify risks and implement mitigation strategies to improve retention • Oversee renewal negotiations for strategic or at-risk accounts • Establish and oversee client experience strategy and monitor satisfaction indicators such as NPS and client feedback • Develop leaders, succession plans, talent development programs, and a high-performance client-centric culture • Set standards for client engagement, strategic account planning, renewal readiness, and execution • Coach team members on executive presence, consultative approach, and value articulation • Oversee account strategies and business plans and identify growth and expansion opportunities • Establish performance standards and conduct reviews against retention, growth, satisfaction, and planning metrics • Address performance gaps through coaching, corrective action, and development plans • Partner with Operations, Clinical, Product, and Finance teams to represent client needs and influence priorities • Lead executive-level escalation management • Develop scalable client success processes, governance models, and best practices • Stay informed on PBM, pharmacy, and healthcare trends and translate insights into strategic guidance • Position LucyRx as a strategic partner and industry leader

🎯 Requirements

• Bachelor's degree in Business, Healthcare Administration, or related field • 10+ years of experience in Client Success, Account Management, or Client Services in healthcare, PBM, or related industry • 5+ years of leadership experience, including management of Account Executives or senior client-facing roles • Proven track record driving client retention and renewals • Proven track record managing senior-level client relationships • Proven track record leading complex, high-value accounts • Demonstrated ability to influence executive stakeholders internally and externally • MBA or advanced degree preferred • Deep experience in PBM, health plan, or pharmacy services environment preferred • Experience working with consultants, brokers, and large employer groups preferred • Ability to perform a largely sedentary role with some standing, walking, bending, and reaching • Ability to operate a computer, mouse, keyboard, and standard office equipment • Ability to travel as required

🏖️ Benefits

• Remote-first work environment • Supportive, collaborative, mission-driven culture • Opportunities to grow alongside colleagues • Travel may be required by car or airplane

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