Director of Client Success, Arrive Fresh

🏢 Summary: Leadership role responsible for building and scaling a cold-chain carrier network within a high-growth produce and floral freight division. The position oversees carrier capacity strategy, compliance, procurement, and bid management while driving operational excellence and regulatory adherence. It requires deep expertise in perishable logistics, food safety regulations, and Transportation Management Systems to optimize carrier performance and network productivity. 🗂️ Requirements: 15+ years brokerage experience in 3PL or freight brokerage, 10+ years experience in produce and floral logistics, 6+ years leadership experience managing carrier capacity or sales teams, Deep knowledge of perishable cold-chain capacity procurement, Expertise in FSMA, STF, and PACA regulations, Experience building carrier compliance and claims management programs, Experience in bid management and carrier contract negotiations, Experience with transportation network pricing, Proficiency in Transportation Management Systems, Experience using analytical platforms to track KPIs 📃 Skills: TMS, FSMA, STF, PACA, Cold-chain, Logistics, 3PL, Procurement, Bidmanagement, Analytics, KPIs, Compliance, Pricing, Negotiation 🏢 Description: Who We Want As the Director of Carrier Capacity for Arrive Fresh, you will play a critical role in expanding our high-growth produce and floral division by building and scaling an elite cold-chain carrier network. We are seeking an entrepreneurial, high-energy leader who combines deep expertise in perishable freight with a proven track record of coaching and developing high-performing capacity teams. In this position, you will establish operational standards, optimize procurement strategies, and foster key carrier partnerships to ensure premium execution in a highly volatile market. What You'll Do Direct the overall operations, strategy, and execution of the Arrive Fresh carrier capacity department to maximize service and buying power within the fresh produce sector. Inspire, mentor, and coach Carrier Capacity Managers and Carrier Account Representatives of all tenures to build specialized sales and procurement skills. Cultivate a high-performing, collaborative team culture focused on professional development, talent retention, and engagement. Develop and implement robust Carrier Compliance and Claims Management programs tailored to the unique demands of temperature-controlled and perishable freight. Ensure strict operational compliance with food safety regulations, including the Food Safety Modernization Act (FSMA), Sanitary Transportation of Food (STF), and the Perishable Agricultural Commodities Act (PACA). Collaborate with Business Development and Client Success leadership to align departmental goals, resolve operational bottlenecks and execute cross-functional strategic initiatives. Create and implement Standard Operating Procedures (SOPs) for specialized carrier procurement, onboarding, and service delivery. Oversee bid management processes with growers (shippers) and key institutional customers (retail, foodservice, processor, and wholesale accounts). Partner with Technology teams to enhance Transportation Management System (TMS) functionality, driving operational efficiency and a premium carrier experience. Analyze key performance indicators (KPIs) such as lane pricing, tender acceptance, carrier retention, and service delivery to optimize network productivity. Qualifications Bachelor's Degree in Business Administration, Logistics, Supply Chain, or equivalent professional experience preferred. 15+ years of relevant brokerage experience in third-party logistics (3PL) or freight brokerage operations. 10+ years of dedicated experience in produce and floral logistics, with deep knowledge of perishable cold-chain capacity procurement. 6+ years of logistics leadership experience managing, coaching, and scaling carrier capacity or carrier sales teams. Proven expertise in food safety regulations including FSMA, STF, and PACA, with experience building specialized carrier compliance programs. Demonstrated experience in bid management, carrier contract negotiations, and transportation network pricing. Expertise in leveraging modern Transportation Management Systems (TMS) and analytical platforms to track and improve carrier performance. Excellent communication, presentation, and interpersonal skills, with a bold leadership presence and a solutions-oriented mindset. Supervisory Responsibility This position has direct supervisory responsibilities over Carrier Account Representatives specializing in produce and floral logistics. The Perks of Working With Us Take advantage of our comprehensive benefits package, including medical, dental, vision, life, disability, and supplemental coverage. Invest in your future with our matching 401(k) program. Build relationships through Employee Resource Groups. Enjoy office wide engagement activities, team events, and more. Casual dress code. Convenient office location in Tampa, FL. Free coffee and free on-site parking. Free counseling sessions through the Employee Assistance Program. Company paid holidays, paid vacation time and wellness days. 100% paid parental leave. Referral Program. Relocation assistance packages available.

🏢 Summary: Lead and scale a Customer Success team overseeing both Enterprise and Scaled segments, building a unified Account Health framework and data-driven retention strategy. The role focuses on operationalizing processes, implementing health scoring systems, and driving proactive, KPI-based performance management. You will bridge high-touch relationship management with digital-first automation to improve global retention. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise and Scaled/Digital customer segments, Experience conducting QBRs and navigating multi-stakeholder accounts, Proficiency using CRM, BI tools, or Excel for health tracking and churn prediction, Experience designing and implementing scalable processes, tools, or playbooks, Ability to define KPIs and manage team performance, Technical literacy with data visualization tools, Experience with Customer Success platforms (e.g., Gainsight, Vitally, ChurnZero) 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, Automation, DataVisualization, KPI, HealthScoring 🏢 Description: About the Role As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn informal knowledge into repeatable, data-driven playbooks that drive global retention. You Are - You understand that an Enterprise lead needs a different touch than a high-volume user, and you know how to build systems for both. - You dive into data to identify trends, churn risks, and expansion opportunities. - You can coach a CSM through a high-stakes executive presentation and optimize automated email sequences. - You thrive in ambiguous environments and solve messy data and process challenges. You Will - Define and iterate engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers. - Develop a standardized Account Health Scoring system across 1,000+ accounts. - Transition informal collaboration into a structured internal knowledge base and formal playbooks. - Use leading indicators to trigger proactive retention efforts. - Manage day-to-day CS team performance using clear KPIs. You Have Must Have: - 2+ years managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Experience managing Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using CRM, BI tools, or Excel to track health, predict churn, and report performance. - Ability to design scalable processes and implement new tools, workflows, or playbooks. - High emotional intelligence with a coaching-first management style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero). - Experience with the automotive industry. We Offer - 100% remote work environment - Medical, Dental and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH Equipment - Chance to work with the latest technology - Collaborative, high ownership culture - Opportunities for development and career growth

🏢 Summary: Leadership role responsible for driving retention, growth, and operational excellence for a Pharmacy Benefit Management (PBM) Client Success team. The position oversees strategic client relationships, renewal and expansion initiatives, and cross-functional collaboration to optimize PBM services and outcomes. This role combines team leadership, strategic account management, and process development within a scaling healthcare environment. 🗂️ Requirements: 8+ years experience in client management, consulting, or operations, 4+ years experience in healthcare, PBM, or benefits industry, Bachelor’s Degree (PharmD preferred), Experience leading teams working with complex PBM products, Ownership of strategic PBM account relationships, Ability to manage multiple high-priority PBM initiatives, Experience presenting to large groups and handling escalated client situations, Advanced proficiency in MS Office or Google Suite and Salesforce (or other CRM) 📃 Skills: PBM, Salesforce, CRM, MSOffice, GoogleSuite, Analytics, Operations, AccountManagement, KPI, Healthcare 🏢 Description: ABOUT THE ROLE The Director, Client Success will lead the growing Client Success (CS) team within the Pharmacy Benefit Management (PBM) line of business and will be responsible for overall retention, satisfaction, and growth of the book of business. This role partners closely with Commercial Sales, Implementation, Service Delivery, Product, and Marketing to meet client needs and maximize the effectiveness of the CS function within PBM. Accountabilities include developing PBM-specific CS goals and strategy, optimizing operational processes, creating playbooks and best practices, and leading a high-performing team. The role also oversees key client relationships, serves as a point of escalation, and drives issue resolution internally and externally. KEY RESPONSIBILITIES - Lead a team of Client Success Managers and Associates within PBM - Evolve client segmentation and service model for a scaling PBM organization; manage team capacity and staffing - Drive and operationalize client renewal, growth (upsell/cross-sell), and retention strategies specific to PBM services - Build process playbooks, tools, and templates to ensure consistency and scalability - Partner cross-functionally to optimize internal resources and improve PBM service quality - Lead strategic PBM account planning and ensure timely execution - Drive accountability for client deadlines and key initiatives such as churn mitigation and member activation - Build long-term strategic client partnerships focused on ROI and relationship expansion - Deepen client feedback and data gathering; develop strategies to address gaps - Collaborate with Marketing, Service Delivery, Operations, Product, and Analytics on strategic initiatives and PBM customizations - Optimize the client handoff process from Implementation to CS - Manage onboarding, training, and development of CS team members - Oversee executive-level client relationships and executive sponsor involvement - Drive annual planning process including PBM-specific goals and KPIs - Travel to key client, broker, and TPA meetings as needed ABOUT YOU - 8+ years of relevant experience in client management, consulting, or operations - 4+ years of experience in healthcare, PBM, or benefits industry - Bachelor’s Degree required; PharmD preferred - Experience leading and developing teams working with complex PBM products - Operational excellence and cross-functional collaboration skills - Primary ownership of strategic PBM account relationships - Strong critical thinking and ability to communicate technical PBM information clearly - Ability to manage multiple high-priority initiatives and reprioritize effectively - Comfortable managing external PBM stakeholders and escalated situations - Skilled in presenting to large groups, in-person and virtually - Comfortable with ambiguity and solving complex PBM problems - Advanced skills in MS Office and/or Google Suite and Salesforce (or other CRM) COMPENSATION $150,000–$180,000 annually, plus bonus and equity. Compensation is determined by geographic location, experience, and qualifications.

🏢 Summary: Senior leadership role responsible for leading the Client Success function within a Pharmacy Benefit Management (PBM) business line, driving client retention, growth, and satisfaction. The position oversees strategic account management, operational optimization, cross-functional collaboration, and development of scalable processes and playbooks. This role also manages executive-level client relationships and leads a high-performing team to deliver measurable ROI and service excellence. 🗂️ Requirements: 8+ years experience in client management, consulting, or operations, 4+ years experience in healthcare, PBM, or benefits industry, Bachelor's Degree, Experience leading teams managing complex PBM products, Primary ownership of strategic PBM accounts, Advanced proficiency in MS Office or Google Suite, Experience with Salesforce or other CRM systems 📃 Skills: PBM, Salesforce, CRM, MSOffice, GoogleSuite, Analytics, AccountManagement, Operations 🏢 Description: ABOUT THE ROLE The Director, Client Success will lead the growing Client Success (CS) team within the Pharmacy Benefit Management (PBM) line of business and will be responsible for overall retention, satisfaction, and growth of the book of business. This role partners closely with Commercial Sales, Implementation, Service Delivery, Product, Marketing, and other teams to meet client needs and ensure maximum impact and effectiveness of the CS function within PBM. Accountabilities include developing PBM-specific CS goals and strategy, optimizing operational processes, creating playbooks and best practices, and leading a high-performing team. The role also oversees key client relationships, serves as a point of escalation, and drives issue resolution internally and externally. KEY RESPONSIBILITIES - Lead a team of Client Success Managers and Associates within PBM - Evolve client segmentation and service model for a scaling PBM organization - Drive and operationalize client renewal, growth (upsell/cross-sell), and retention strategies - Build process playbooks, tools, and templates to ensure consistency and scalability - Partner cross-functionally to optimize internal resources and improve PBM service quality - Lead strategic PBM account planning and ensure timely execution - Drive accountability for client deadlines and key initiatives such as churn mitigation and member activation - Build long-term strategic client partnerships focused on ROI and expanded relationships - Deepen client feedback and data-gathering to address service gaps - Collaborate with Marketing, Service Delivery, Operations, Product, and Analytics on strategic initiatives and client requests - Optimize client handoff process from Implementation to Client Success - Manage onboarding, training, and development of CS team members - Oversee executive-level client relationships and executive sponsor involvement - Drive annual planning process including PBM-specific goals and KPI targets - Travel to key client and broker/TPA meetings as needed ABOUT YOU - 8+ years of experience in client management, consulting (strategy, healthcare, benefits), or operations - 4+ years of experience in healthcare, PBM, or benefits industry - Bachelor’s Degree required; PharmD preferred - Experience leading and developing teams supporting complex PBM products - Operational excellence and cross-functional collaboration skills - Experience owning strategic PBM account relationships - Strong critical thinking and ability to communicate complex PBM information clearly - Ability to manage multiple high-priority initiatives simultaneously - Comfortable managing external stakeholders and escalated client situations - Advanced skills in MS Office or Google Suite and Salesforce (or other CRM) COMPENSATION $150,000–$180,000 annually, plus bonus and equity. Compensation is determined by geographic location, experience, and qualifications.

🏢 Summary: Leadership role overseeing Customer Success Managers across enterprise and scaled segments, focused on building scalable account health frameworks and driving proactive retention. The position blends strategic operations, data-driven performance management, and team mentorship in a SaaS environment. The goal is to standardize processes, implement health scoring systems, and improve global customer retention. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise (high-touch) and Scaled/Digital (tech-touch) accounts, Experience conducting QBRs and managing multi-stakeholder accounts, Proficiency using CRM, BI tools, or Excel for health tracking and churn prediction, Experience designing and implementing scalable processes, tools, or playbooks, Ability to define KPIs and manage team performance, Experience building account health scoring models 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, DataVisualization, Automation, EmailMarketing, SaaS 🏢 Description: About the Role As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will act as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize Customer Success operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will provide the strategic structure needed to transform informal knowledge into repeatable, data-driven playbooks that drive global retention. You Will Segment the Strategy: Define and iterate on engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency. Build the Health Engine: Develop a standardized Account Health Scoring system that identifies risk across the 1,000+ account base. Operationalize the Knowledge Base: Transition the team from informal collaboration to a structured internal knowledge base and formal playbooks. Drive Proactive Retention: Use leading indicators to trigger outreach before a customer is at risk. Mentor & Measure: Manage day-to-day performance of the Customer Success team, using clear KPIs to drive accountability and professional growth. You Have Must Have: Leadership Experience: 2+ years managing a Customer Success team or 4+ years as a Senior/Lead CSM ready for the next step. Versatile CS Background: Experience managing both Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). Analytical Proficiency: Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance. Systems Thinking: Ability to design scalable processes and successfully implement new tools, workflows, or playbooks. High Emotional Intelligence: Coaching-first management style suited to a collaborative culture. Nice to Have: Technical Literacy: Ability to work with advanced data visualization tools. CS Ops Familiarity: Experience selecting or implementing a CS platform (e.g., Gainsight, Vitally, ChurnZero). Experience with the automotive industry. Interview Process 1. Initial Screen - 30min 2. Hiring Manager Interview - 60min 3. Case Study Assessment - 45min Problem Solving Exercise - 60min 4. Cross-Functional Interview - 30min Completion of the Wonderlic Assessment (20–30min) is required before the end of the process. We Offer 100% remote work environment Medical, Dental and Vision insurance within 30 days 100% employer-paid medical insurance Equity package Flexible PTO with 15 days minimum Generous Parental Leave FSA and HSA options 401(k) Growth & Wellness Stipend WFH Equipment Opportunity to work with the latest technology Collaborative, high ownership culture Opportunities for development and career growth

🏢 Summary: Leadership role responsible for building and scaling the Client Success function within a Pharmacy Benefit Management (PBM) business, driving client retention, growth, and satisfaction. The position oversees strategic PBM account management, operational excellence, cross-functional collaboration, and executive-level client relationships. This role also develops team capabilities, processes, and KPIs to ensure consistent, high-impact delivery. 🗂️ Requirements: 8+ years in client management, consulting, or operations, 4+ years in healthcare, PBM, or benefits industry, Bachelor’s Degree, Experience leading teams managing complex PBM products, Primary ownership of strategic PBM accounts, Cross-functional operational experience, Advanced MS Office or Google Suite skills, Salesforce or CRM experience 📃 Skills: PBM, Salesforce, CRM, MSOffice, GoogleSuite, Analytics, AccountManagement, Operations, Healthcare, Consulting 🏢 Description: ABOUT THE ROLE The Director, Client Success will lead the growing Client Success (CS) team within the Pharmacy Benefit Management (PBM) line of business and will be responsible for the overall retention, satisfaction, and growth of the book of business. This role partners closely with Commercial Sales, Implementation, Service Delivery, Product, Marketing, and other teams to meet client needs and maximize the impact of the CS function within PBM. Key accountabilities include developing PBM-specific CS goals and strategy, optimizing operational processes, creating playbooks and best practices, and leading a high-performing team. The role also oversees key client relationships, serves as a point of escalation, and drives internal and external issue resolution. KEY RESPONSIBILITIES - Lead a team of Client Success Managers and Associates within PBM - Evolve client segmentation and service model for a scaling PBM organization; manage team capacity and staffing - Drive and operationalize client renewal, growth (upsell/cross-sell), and retention strategies - Build process playbooks, tools, and templates to ensure consistent and scalable execution - Partner cross-functionally to optimize resources, improve service quality, and increase output - Lead strategic PBM account planning and ensure timely execution - Drive accountability for client deadlines, churn mitigation, and member activation initiatives - Build long-term strategic client partnerships focused on measurable ROI - Deepen client feedback and data gathering to address gaps - Collaborate with Marketing, Service Delivery, Operations, Product, and Analytics on strategic initiatives and client requests - Optimize client handoff process from Implementation to Client Success - Manage onboarding, training, and development of CS team members - Oversee executive-level client relationships and executive sponsor engagement - Drive annual planning process, including PBM-specific goals and KPIs - Travel to key client, broker, and TPA meetings as needed ABOUT YOU - 8+ years of relevant experience in client management, consulting (strategy, healthcare, benefits), or operations - Minimum 4+ years in healthcare, PBM, or benefits industry - Bachelor’s Degree required; PharmD preferred - Experience leading teams working with complex PBM products - Operational excellence and cross-functional collaboration skills - Ownership of strategic PBM account relationships - Strong critical thinking and ability to communicate complex PBM information clearly - Ability to manage multiple high-priority initiatives - Experience managing external PBM stakeholders and escalations - Advanced skills in MS Office or Google Suite and Salesforce (or other CRM) COMPENSATION $150,000–$180,000 annually, plus bonus and equity. Compensation is based on geographic location, experience, and qualifications.

🏢 Summary: The Director of Client Success (PBM) leads and scales the Client Success team, driving retention, growth, and satisfaction across a pharmacy benefit management book of business. This role owns strategic account planning, operational excellence, renewal and upsell strategy, and executive-level client relationships. The position partners cross-functionally to optimize processes, enhance PBM service delivery, and achieve measurable ROI for clients. 🗂️ Requirements: 8+ years experience in client management, consulting, or operations, 4+ years experience in healthcare, PBM, or benefits industry, Bachelor's Degree, Experience leading teams working with complex PBM products, Primary ownership of strategic PBM account relationships, Operational excellence and cross-functional collaboration experience, Ability to manage multiple high-priority PBM initiatives, Advanced proficiency in MS Office or Google Suite and Salesforce (or other CRM) 📃 Skills: PBM, Salesforce, CRM, MSOffice, GoogleSuite, Analytics 🏢 Description: ABOUT THE ROLE The Director, Client Success will lead the growing Client Success (CS) team within the Pharmacy Benefit Management (PBM) line of business and will be responsible for overall retention, satisfaction, and growth of the book of business. This person will work closely with Commercial Sales, Implementation, Service Delivery, Product, Marketing, and others to meet client needs and ensure maximum impact and effectiveness of the CS function within PBM. Accountabilities include developing PBM-specific CS goals and strategy, optimizing operational processes, developing playbooks and best practices, and leading a high-performing team. This person will oversee and guide key client relationships and serve as a point of escalation, driving issue resolution internally and externally. KEY RESPONSIBILITIES - Lead a team of high-performing Client Success Managers and Associates within PBM - Evolve client segmentation and service model for a scaling PBM organization and manage team capacity and staffing - Drive and operationalize client renewal, growth (upsell/cross-sell), and retention strategies specific to PBM services - Build process playbooks, tools, and templates to ensure consistency and scalability of team execution in PBM - Partner cross-functionally to introduce new processes that optimize internal resources, improve PBM service quality, and enable higher volume output - Lead strategic PBM account planning with key stakeholders and ensure timely execution - Drive team accountability in meeting client deadlines and delivering on key initiatives such as churn mitigation and member activation - Build long-term strategic client partnerships focused on driving significant ROI and expanded relationships - Deepen client feedback and data-gathering and develop strategies to address gaps - Collaborate with Marketing, Service Delivery, Operations, Product, and Analytics on strategic initiatives and PBM client requests, including influencing roadmap customizations - Optimize the client relationship handoff process from Implementation to CS within PBM - Manage CS team onboarding, training, and professional development specific to PBM services - Oversee executive-level client relationships and facilitate executive sponsor involvement - Drive annual planning process for the CS team, including PBM-specific goals and KPI targets - Travel to key client, broker, and TPA meetings as needed ABOUT YOU - 8+ years of relevant experience in client management, consulting (strategy, healthcare, benefits), or operations - Minimum 4+ years of experience in healthcare, PBM, or benefits industry - Bachelor's Degree required, PharmD preferred - Experience leading and developing teams working with complex PBM products - Operational excellence and ability to work cross-functionally - Primary ownership of strategic PBM account relationships for a sustained period - Excellent critical thinking and communication skills, including ability to convey technical PBM information clearly - Ability to manage multiple high-priority initiatives and reprioritize effectively - Strong relationship management skills with external PBM stakeholders - Comfortable presenting in large groups and managing escalated client situations - Comfortable with ambiguity and solving complex PBM problems - Bias toward action - Advanced skills in MS Office and/or Google Suite and Salesforce (or other CRM) COMPENSATION $150,000–$180,000 annually, in addition to bonus and equity. Compensation is determined by geographic location, experience, and qualifications.

🏢 Summary: Leadership role overseeing Customer Success Managers across Enterprise and Scaled segments, focused on building a unified Account Health framework and driving proactive retention. Responsible for segmenting engagement strategies, implementing data-driven health scoring, and operationalizing structured playbooks. Reports to the Director of Customer Success and manages performance through clear KPIs and scalable processes. 🗂️ Requirements: 2+ years managing Customer Success team or 4+ years as Senior/Lead CSM, Experience with high-touch Enterprise accounts and Scaled/Digital segments, Experience using CRM, BI tools, or Excel for health tracking and churn prediction, Proven ability to design and implement scalable processes or workflows, Ability to manage team performance using KPIs, Experience implementing tools, workflows, or playbooks 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, DataVisualization, Automation, EmailMarketing, Slack 🏢 Description: About the Role As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will act as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize Customer Success operations by building a unified "Account Health" framework that works for every customer, regardless of size. You Will - Define and iterate on engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency - Develop a standardized Account Health Scoring system to identify risk across a 1,000+ account base - Transition the team from informal collaboration to a structured internal knowledge base and formal playbooks - Use leading indicators to trigger proactive outreach and improve retention - Manage day-to-day team performance using clear KPIs to drive accountability and growth Must Have - 2+ years of experience managing a Customer Success team or 4+ years as a Senior/Lead CSM - Experience managing high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) - Experience managing Scaled/Digital segments (automation, mass communication) - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on performance - Ability to design scalable processes and implement new tools, workflows, or playbooks - High emotional intelligence with a coaching-focused management style Nice to Have - Ability to work with advanced data visualization tools - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero) - Experience with the automotive industry Interview Process 1. Initial Screen – 30 min 2. Hiring Manager Interview – 60 min 3. Case Study Assessment – 45 min Problem Solving Exercise – 60 min 4. Cross-Functional Interview – 30 min Completion of the Wonderlic Assessment (20–30 min) is required before the end of the process. We Offer - 100% remote work environment - Medical, Dental, and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH equipment - Collaborative, high-ownership culture - Opportunities for development and career growth

🏢 Summary: The Director, Client Success (PBM) leads and scales the Client Success function for a growing Pharmacy Benefit Management line of business, driving retention, growth, and client satisfaction. This role owns strategic PBM account planning, operational excellence, and cross-functional execution while managing and developing a high-performing CS team. The position also serves as an executive escalation point and builds long-term client partnerships to maximize ROI and expansion. 🗂️ Requirements: 8+ years in client management, consulting, or operations, 4+ years in healthcare, PBM, or benefits industry, Bachelor’s Degree, Experience leading teams managing complex PBM products, Primary ownership of strategic PBM accounts, Advanced proficiency in MS Office or Google Suite, Experience with Salesforce or other CRM 📃 Skills: PBM, Salesforce, CRM, MSOffice, GoogleSuite, Analytics 🏢 Description: ABOUT THE ROLE The Director, Client Success will lead the growing Client Success (CS) team within the Pharmacy Benefit Management (PBM) line of business and will be responsible for the overall retention, satisfaction, and growth of the book of business. This person will work closely with Commercial Sales, Implementation, Service Delivery, Product, Marketing, and others to meet client needs and ensure maximum impact and effectiveness of the CS function within PBM. Accountabilities include developing PBM-specific CS goals and strategy, optimizing operational processes, developing playbooks and best practices, and leading a high-performing team. This person will oversee and guide key client relationships and serve as a point of escalation, driving issue resolution internally and externally. KEY RESPONSIBILITIES - Lead a team of high-performing Client Success Managers and Associates within PBM - Evolve the current client segmentation and service model for a scaling PBM organization and manage team capacity and staffing - Drive and operationalize client renewal, growth (upsell/cross-sell), and retention strategies specific to PBM services - Build process playbooks, tools, and templates to ensure consistency and scalability of team execution in PBM - Partner cross-functionally to introduce new processes that optimize internal resources, improve PBM service quality, and enable higher volume output - Lead strategic PBM account planning and ensure actionable and timely execution on plans - Drive team accountability in meeting PBM client deadlines and delivering on key initiatives such as churn mitigation and member activation - Build long-term strategic client partnerships focused on driving significant ROI and expanded relationships - Deepen PBM client feedback and data-gathering and develop strategies to address gap areas - Collaborate with Marketing, Service Delivery, Operations, Product, and Analytics on strategic initiatives and PBM client requests, including influencing roadmap for PBM-specific customizations - Optimize the client relationship handoff process from Implementation to CS within PBM - Manage CS team member onboarding, training, and growth/development specific to PBM services - Oversee executive-level PBM client relationships and facilitate involvement of executive sponsors in key accounts - Drive annual planning process for CS team, including developing PBM-specific goal and KPI targets - Travel to important PBM client meetings and broker/TPA meetings, and support finalist and capabilities presentations as relevant ABOUT YOU - 8+ years of relevant experience in client management, consulting (strategy, healthcare, benefits), or operations - Minimum 4+ years of experience in the healthcare, PBM, or benefits industry - Bachelor’s Degree required, PharmD preferred - Experience leading and developing teams working with complex PBM products - Operational excellence and ability to work cross-functionally - Primary ownership of strategic PBM account relationships for a sustained period - Excellent critical thinking skills and ability to convey technical PBM information clearly in verbal and written form - Ability to manage multiple high-priority PBM initiatives and reprioritize effectively - Comfort managing external PBM stakeholders and presenting to large groups - Ability to manage challenging or escalated PBM client situations - Comfortable with ambiguity and solving complex PBM problems - Advanced skills in MS Office and/or Google Suite and Salesforce (or other CRM) COMPENSATION $150,000–180,000 annually, in addition to bonus and equity. Compensation offered will be determined by geographic location, experience, and qualifications.

🏢 Summary: Leadership role responsible for building and scaling the Client Success function within a Pharmacy Benefit Management (PBM) business, driving client retention, growth, and satisfaction. The position leads strategic account management, operational optimization, cross-functional collaboration, and executive-level client relationships. Focused on developing playbooks, KPIs, and renewal strategies while managing and mentoring a high-performing CS team. 🗂️ Requirements: 8+ years in client management, consulting, or operations, 4+ years in healthcare, PBM, or benefits industry, Bachelor's Degree required, Experience leading teams managing complex PBM products, Primary ownership of strategic PBM accounts, Cross-functional operational experience, Advanced MS Office or Google Suite skills, Experience with Salesforce or CRM systems 📃 Skills: PBM, Salesforce, CRM, MSOffice, GoogleSuite, Analytics 🏢 Description: ABOUT THE ROLE The Director, Client Success will lead the growing Client Success (CS) team within the Pharmacy Benefit Management (PBM) line of business and will be responsible for the overall retention, satisfaction, and growth of the book of business. This person will work closely with Commercial Sales, Implementation, Service Delivery, Product, Marketing, and others to meet client needs and ensure maximum impact and effectiveness of the CS function within PBM. Accountabilities include developing PBM-specific CS goals and strategy, optimizing operational processes, developing playbooks and best practices, and leading a high-performing team. This person will oversee and guide key client relationships and serve as a point of escalation, driving issue resolution internally and externally. KEY RESPONSIBILITIES - Lead a team of high-performing Client Success Managers and Associates within PBM - Evolve the client segmentation and service model for a scaling PBM organization and manage team capacity and staffing - Drive and operationalize client renewal, growth (upsell/cross-sell), and retention strategies specific to PBM services - Build process playbooks, tools, and templates to ensure consistency and scalability of team execution in PBM - Partner cross-functionally to introduce new processes that optimize internal resources, improve PBM service quality, and enable higher volume output - Lead strategic PBM account planning and ensure actionable and timely execution on plans - Drive team accountability in meeting PBM client deadlines and delivering on key initiatives such as churn mitigation and member activation - Build long-term strategic client partnerships focused on driving significant ROI - Deepen PBM client feedback and data-gathering and develop strategies to address gap areas - Collaborate with Marketing, Service Delivery, Operations, Product, and Analytics on strategic initiatives and PBM client requests, including influencing roadmap for PBM-specific customizations - Optimize the client relationship handoff process from Implementation to CS within PBM - Manage CS team member onboarding, training, and development specific to PBM services - Oversee executive-level PBM client relationships and facilitate executive sponsor involvement in key accounts - Drive annual planning process for CS team, including developing PBM-specific goals and KPI targets - Travel to important PBM client and broker/TPA meetings as needed ABOUT YOU - 8+ years of relevant experience in client management, consulting (strategy, healthcare, benefits), or operations - Minimum 4+ years of experience in the healthcare, PBM, or benefits industry - Bachelor's Degree required, PharmD preferred - Experience leading and developing teams working with complex PBM products - Operational excellence and ability to work cross-functionally - Primary ownership of strategic PBM account relationships for a sustained period - Excellent critical thinking and communication skills, including conveying technical PBM information clearly - Ability to manage multiple high-priority PBM initiatives simultaneously - Experience managing external PBM stakeholders and escalated client situations - Advanced skills in MS Office and/or Google Suite and Salesforce (or other CRM) COMPENSATION $150,000–$180,000 annually, in addition to bonus and equity. Compensation is determined by geographic location, experience, and qualifications.