[Hiring] Client Success Manager @Rightway

Role Description

We are seeking a dynamic and experienced Client Success Manager to join our Pharmacy Benefit Management (PBM) team. The successful candidate will be responsible for managing key client relationships, taking an operational approach to account management, ensuring the delivery of high-quality pharmacy benefits, and driving client satisfaction. This role requires a deep understanding of PBM services, strong communication skills, and the ability to manage complex accounts.

• Own day-to-day operational management for an assigned book of PBM clients — including managing client touchbases, tracking inquiries, maintaining issue logs, resolving escalations, and ensuring overall client satisfaction against contractual commitments.
• Serve as the primary operational point of contact for all client inquiries, both directly from clients and from internal team members acting on behalf of clients.
• Co-lead and facilitate client meetings — including quarterly and annual business reviews — in close coordination with Account Leads.
• Partner with the Implementation team during new client onboarding to ensure a seamless handoff from implementation to ongoing client management post-launch.
• Gather and manage all client requirements for the annual open enrollment cycle, including benefit changes and customized plan configurations.
• Facilitate client-facing webinars, benefit fairs, and employee education sessions on Rightway's PBM solution; travel to client sites may be required for open enrollment events.
• Proactively identify operational trends and issues; work with internal operations teams and vendor partners to implement corrective and preventative measures.
• Monitor and track all client deliverables against contractual obligations, surfacing risks and ensuring timely, accurate delivery across internal and vendor teams.
• Contribute to cross-functional initiatives focused on standardizing client operations and implementing process and production enhancements.
• Support Rightway partners by interpreting plan design, researching and resolving written, phone, and electronic inquiries, and troubleshooting claims, benefit, and enrollment issues.

Qualifications

• Education level: Bachelor’s Degree Required. Preferred: Master’s Degree
• Work experience: 5-8 years in pharmacy operations
• Location information: Remote or Dallas, TX
• Important characteristics of ideal candidate: Detail-oriented, consultative and presentation skills, excellent communication & organization skills, ability to bring stakeholders together to identify solutions to challenges
• Specific skills needed for the job: Solid client management skills, pharmacy benefit knowledge, effective & creative problem-solver, ability to prioritize and manage through change, solid communication skills, ability to lead projects and influence others even without direct reporting line ownership, basic knowledge of common spreadsheet tools (Excel, Google Sheets) and Presentation Tools (Power Point, Google Slides)

Requirements

• BASE SALARY (before bonus potential): $90,000 - $125,000
• Offer amounts for both remote and in office roles are influenced by geographic location

Company Description

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

• Since its founding in 2017, Rightway has raised over $205mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global.
• We’re headquartered in New York City, with satellite offices in Denver and Dallas.
• Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.