[Hiring] Client Success Manager @EPIC Brokers

Role Description

PSG’s vision is to be the world’s innovator in drug management solutions, providing clinically appropriate and affordable pharmaceutical care for all. The Client Success Manager serves as the operational owner of assigned client relationships, connecting client priorities with the appropriate PSG resources and ensuring commitments are communicated, coordinated, and completed.

• Partner with the lead consultant, aligning before communicating material recommendations, commitments, scope changes, or sensitive commercial matters.
• Establish and manage an appropriate client communication and meeting cadence, including agendas, internal preparation, meeting facilitation, notes, collateral, action items, decisions, and follow-up.
• Provide timely, accurate, and proactive status updates on deliverables, support activity, risks, dependencies, delays, and completion so clients do not need to repeatedly request updates.
• Coordinate client needs across Consulting, Product, Data, Clinical, Analytics, Finance, Contracting, and other PSG teams; confirm ownership, next steps, due dates, and closure of commitments.
• Maintain accurate and current Salesforce account and project records, including contacts, milestones, client health, risks, commitments, utilization, contract details, and renewal status.
• Monitor project plans, service-level agreements, performance guarantees, contractual deliverables, platform access, user counts, membership thresholds, and other account obligations; escalate risks promptly.
• Steward client hours and utilization by confirming appropriate Harvest project setup, reviewing billable status and hours against contractual allocations, and addressing potential overages, underutilization, or misalignment.
• Support invoice accuracy by validating account-level information, active statements of work and orders, applicable rates, membership or user counts, and alignment among services delivered, contract terms, Salesforce, Harvest, and Finance processes.
• Coordinate renewal planning and execution, including timelines, internal alignment, client communication, signatures, approvals, purchase-order needs, effective dates, execution risks, and post-execution operational updates.
• Maintain sufficient awareness of implementations, configurations, data processing, technical issues, product enhancements, support tickets, and data investigations to communicate client impact and coordinate next steps.
• Review platform utilization and client needs to expand adoption and value through tailored training, enablement, best-practice sharing, product education, and appropriate service recommendations.
• Identify client satisfaction, retention, growth, and relationship risks; communicate material feedback to leadership and coordinate corrective actions with the appropriate owners.
• Support business reviews, sales and best-and-final activities, scope development, and client presentations as appropriate while presenting a consistent PSG position.
• Travel to client sites as needed and perform other duties as assigned.

Qualifications

• Bachelor’s degree in business administration, healthcare, analytics, or a related field, or an equivalent combination of education and relevant experience.
• Three or more years of experience in PBM, health plan, healthcare consulting, client management, customer success, or business-to-business technology services.
• Demonstrated ability to manage client relationships, competing priorities, action items, risks, and deliverables with strong attention to follow-through.
• Strong written, verbal, presentation, meeting facilitation, and executive communication skills.
• Ability to interpret contracts, reports, utilization measures, service metrics, financial information, and client trends and translate them into clear actions.
• Proficiency with Microsoft Excel, Outlook, Word, PowerPoint, and client or project management systems; experience with Salesforce, Harvest, ticketing systems, or similar platforms is preferred.
• Ability to collaborate effectively across consulting, clinical, product, data, analytics, finance, contracting, and technical teams without direct authority over each workstream.
• Working knowledge of pharmacy benefits, healthcare data and analytics, or SaaS platform operations is preferred.
• Ability to travel up to 25% as needed.

Benefits

• Generous PTO: Managed PTO (salaried) or 22 days (hourly)
• 12 paid holidays + 4 early-close days
• Paid parental leave
• Pregnancy disability & bonding leave
• Organ donor leave
• $1,500 employee referral bonus
• Mentorship program
• Tuition reimbursement
• Leadership development
• Pet insurance
• Identity & fraud protection
• Legal planning
• Family planning & midlife support
• 401(k) with company match and immediate vesting
• Medical, dental, vision
• Employee assistance programs
• Collaborative 50/50 producer-service model
• Employee Resource Groups
• Charitable initiatives through EPIC Gives Back