[Hiring] Senior Director, Account Management @SmithRx

Role Description

The Senior Director of Account Management is a strategic people leader responsible for leading, developing, and scaling a high-performing Account Management organization. This role is accountable for building a strong leadership culture, developing talent, establishing clear performance expectations, and ensuring the team has the structure, capabilities, and resources needed to deliver exceptional client outcomes.

The Senior Director will lead a team of Account Executives and/or Account Management leaders, serving as a coach and strategic partner while creating consistency in how the organization manages client relationships, escalations, performance, and growth opportunities.

This leader will partner closely with executive leadership and cross-functional teams to ensure the Account Management organization is aligned to company priorities and positioned to support continued business growth.

What you will do:

• People Leadership & Talent Development
  • Lead, coach, and develop Account Executives and Account Management leaders to achieve individual and organizational goals.
  • Establish a high-performance culture grounded in accountability, collaboration, client advocacy, and continuous improvement.
  • Conduct regular talent assessments and identify high-potential employees, succession opportunities, and performance gaps.
  • Create and execute individualized development plans to strengthen leadership, strategic thinking, client management, and business acumen.
  • Provide clear, timely, and actionable performance feedback.
  • Build a strong leadership bench and succession plan for critical roles.
  • Ensure appropriate staffing, capacity, spans and layers, and role clarity as the organization scales.
  • Partner with Talent/HR on recruiting, onboarding, performance management, promotions, and employee engagement.
• Account Management Leadership
  • Establish clear expectations, operating rhythms, and performance standards across the Account Management organization.
  • Ensure Account Executives are operating proactively and strategically rather than primarily responding to client issues.
  • Coach teams to develop strong executive relationships and become trusted strategic advisors to clients.
  • Drive consistency in account planning, QBRs, client communications, escalation management, and business reviews.
  • Monitor team performance against key client and business metrics, including retention, satisfaction, engagement, and financial performance.
  • Ensure appropriate escalation and executive engagement for high-risk or strategically important clients.
• Organizational Effectiveness
  • Evaluate team structure, workloads, account assignments, and capacity to ensure sustainable performance.
  • Identify opportunities to improve processes, tools, training, and operating models.
  • Develop scalable frameworks and playbooks that enable consistent Account Management practices.
  • Establish meaningful OKRs and reporting to measure team effectiveness and identify opportunities for improvement.
  • Partner with leadership to evolve the Account Management model as the business grows.
• Cross-Functional & Executive Partnership
  • Partner with Operations, Product, Sales, Finance, Clinical, Legal, Member Services, and other functions to deliver an integrated client experience.
  • Represent Account Management in leadership discussions and strategic initiatives.
  • Escalate organizational and client risks with clear recommendations and action plans.
  • Translate company direction into clear priorities and expectations for the Account Management team.
  • Serve as a visible and trusted leader across the organization.

Qualifications

• 10+ years of experience in Account Management, Client Success, Customer Success, or a related client-facing function.
• 5+ years of people leadership experience, including managing managers and/or senior-level professionals.
• Experience working with various clients ranging in size from small to enterprise level employers, Health Plans, TPAs, brokers, and consultants.
• Demonstrated success building and developing high-performing teams.
• Experience managing organizational growth, capacity planning, or evolving operating models.
• Strong executive presence and communication skills.
• Demonstrated ability to coach leaders and address performance issues effectively.
• Strong strategic thinking, business acumen, and decision-making skills.
• Experience working cross-functionally in a complex, fast-paced organization.
• Bachelors Degree required.
• Healthcare, benefits, pharmacy, PBM, or related industry experience strongly preferred.

Benefits

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance.
• Flexible Spending Benefits.
• 401(k) Retirement Savings Program.
• Short-term and long-term disability.
• Discretionary Paid Time Off.
• Paid Company Holidays.
• Wellness Benefits.
• Commuter Benefits.
• Paid Parental Leave benefits.
• Employee Assistance Program (EAP).
• Well-stocked kitchen in office locations.
• Professional development and training opportunities.