[Hiring] Director of Client Success @PHIL

Role Description

PHIL is seeking a Director of Client Success who will serve as the primary strategic partner for a portfolio of pharmaceutical manufacturer clients. This is fundamentally a relationship and growth role — not an operational support role. The Director will own client retention, drive expansion (increasing the share of a client's prescriptions routed through PHIL versus other channels), and identify cross-sell opportunities across additional brands within client organizations.

The Director operates as the internal quarterback for every client engagement. While PHIL's Strategy/Analytics, Product, and Operations teams will regularly appear in client conversations as subject-matter experts, this role is responsible for orchestrating those interactions, ensuring continuity of the client relationship, and translating client priorities into coordinated action across PHIL's organization.

This role is the client's advocate inside PHIL and PHIL's most important voice in the client relationship. The Director must be equally credible with a VP of Market Access and a field sales trainer — and must be able to move fluidly between strategic conversations and operational follow-through.

Qualifications

• 5+ years of experience within a pharmaceutical manufacturer in one or more of the following roles:
  • Patient services, patient access, or reimbursement program leadership
  • Hub or specialty pharmacy program management (manufacturer-side)
  • Sales training, field force effectiveness, or commercial operations
  • Market access, payer strategy, or value & access
• Demonstrated ability to work cross-functionally within a complex organization and influence without direct authority
• Track record of building strong relationships with commercial and market access leadership
• Prior experience in a client success, account management, or strategic partnerships role at a hub services company, specialty pharmacy, or healthcare technology company is a meaningful differentiator.
• Experience managing a portfolio of pharmaceutical manufacturer clients
• Familiarity with hub services metrics: enrollment rates, pull-through/PTR, script share, GTN vs. retail, refill rates
• Experience delivering QBRs and business reviews to VP/SVP-level stakeholders

Requirements

• Exceptional relationship and communication skills — equally comfortable in a strategic conversation with a SVP and a working session with a field sales trainer
• Commercially oriented — able to translate operational program data into net revenue narratives that resonate with brand and commercial leaders
• Strong orchestration and project management instincts — comfortable coordinating multiple internal stakeholders on behalf of a client without letting anything fall through the cracks
• Data-literate — able to read and interpret program performance data, identify meaningful patterns, and frame them as insights rather than just reporting
• Executive presence and credibility — able to command a room at the VP/SVP level without losing approachability with day-to-day contacts
• Proactive and anticipatory — wired to get ahead of problems, not react to them
• Bachelor's degree required; advanced degree in business, healthcare, or a related field is a plus

Benefits

• Ground floor opportunity with one of the fastest-growing startups in health-tech
• Fully remote working environment available in the following states: AZ, CA, CO, FL, GA, IA, ID, IL, IN, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV
• Competitive compensation (commensurate with experience)
• Full benefits (medical, dental, vision)
• 401(k) contribution opportunity