The Senior Director, Client Success is responsible for leading the strategic client success function, with aprimary focus on client satisfaction, retention, and renewals across LucyRx's portfolio. This role serves as a senior advisor to key clients and internal leadership, ensuring that client relationships are strong, value is clearly demonstrated, and renewal outcomes are achieved. Unlike operational leadership roles, this position is focused on executive client engagement, account strategy, and performance outcomes, while building organizational capability through leadership development, succession planning, and accountability for portfolio-wide client outcomes.
Role And ResponsibilitiesClient Strategy & Executive Engagement
- Establish governance and escalation frameworks that enable Account Executives to independently manage client relationships.
- Build and maintain C-suite and senior stakeholder relationships across clients, consultants, and brokers
- Lead executive-level discussions on:
- Performance outcomes
- Strategic initiatives
- Cost management and value realization
- Serve as a trusted advisor, aligning LucyRx solutions to client business priorities and healthcare objectives
Retention & Renewal Ownership
- Accountable for overall portfolio retention, growth, profitability, and client health.
- Partner with Sales and Account Executives to develop and execute renewal plans and timelines
- Identify risks early and implement mitigation strategies to improve retention outcomes
- Oversee team renewal negotiations for strategic or at-risk accounts
- Ensure consistent articulation of LucyRx value proposition and ROI
Client Satisfaction & Experience
- Establish and oversee a client experience strategy focused on satisfaction, engagement, and long-term partnerships
- Monitor and act on key satisfaction indicators (e.g., NPS, client feedback, service concerns)
- Ensure a consistent, high-quality client experience across all touchpoints
- Ensure escalation management processes are effective and consistently executed by Account Executives and leadership team members.
Leadership Development & Organizational Capability
- Develop leaders who can independently manage client relationships, strategic initiatives, and business outcomes with minimal executive intervention.
- Develop future leaders capable of assuming Director-level responsibilities.
- Set clear expectations for:
- Client engagement standards
- Strategic account planning
- Renewal readiness and execution
- Coach team members on executive presence, consultative approach, and value articulation
- Drive accountability for retention, satisfaction, and growth targets
- Build succession plans and talent development programs.
- Foster a high-performance, client-centric culture.
Strategic Account Planning & Growth
- Oversee development and execution of account strategies and business plans
- Identify opportunities for client growth, expansion, and deeper partnership
- Partner closely with Sales on:
- Upsell and cross-sell opportunities
- Market positioning
- Competitive strategy
Organizational Performance & Accountability
- Establish measurable performance standards for Account Executives and client portfolios.
- Conduct regular performance reviews against retention, growth, client satisfaction, and strategic planning metrics.
- Address performance gaps through coaching, corrective action, and development plans.
- Ensure consistent execution of account management processes and best practices.
- Hold leaders accountable for outcomes rather than activity.
Cross-Functional Collaboration (Non-Operational Oversight)
- Partner with Operations, Clinical, Product, and Finance teams to ensure client needs are understood and addressed
- Represent the voice of the client in internal discussions and decision-making
- Influence internal priorities based on client feedback, trends, and needs
- Ensure alignment across teams without direct ownership of operational execution
- Lead executive-level escalation management.
- Develop and implement scalable client success processes, governance models, and best practices that improve organizational effectiveness.
Market Insight & Thought Leadership
- Stay informed on PBM, pharmacy, and healthcare trends
- Translate market insights into strategic guidance for clients and internal stakeholders
- Position LucyRx as a strategic partner and industry leader in client interactions
Qualifications And Education RequirementsRequired- 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 of:
- Driving client retention and renewals
- Managing senior-level client relationships
- Leading complex, high-value accounts
- Demonstrated ability to influence executive stakeholders internally and externally
Preferences
- MBA or advanced degree
- Deep experience in PBM, health plan, or pharmacy services environment
- Experience working with consultants, brokers, and large employer groups
Physical RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
This is a largely sedentary role; however, some standing, walking, bending, and reaching may be required. Regularly operates in an office or home office setting which involves utilizing a computer, mouse, keyboard, and occasionally operates other standard office equipment, such as printer, copier, phone. Travel may be required by either car or airplane, or a combination of multiple modes of transportation.
Salary $140,757-$164,938
