Client Success Manager, PBM

🏢 Summary: Senior Client Success Manager role within a Pharmacy Benefit Management (PBM) team focused on managing key client relationships and ensuring high-quality pharmacy benefit delivery. The position requires deep PBM expertise, ownership of complex accounts, and leadership of client operations, implementations, and business reviews. This role combines consultative account management with operational oversight to drive client satisfaction and contractual performance. 🗂️ Requirements: Bachelor's Degree, 5-8 years experience in pharmacy operations, Strong knowledge of Pharmacy Benefit Management (PBM) services, Experience managing complex client accounts, Ability to lead client meetings and business reviews, Ability to manage contract deliverables and track compliance, Experience supporting open enrollment and benefit changes, Project leadership and cross-functional collaboration skills, Proficiency in spreadsheet and presentation tools 📃 Skills: PBM, Pharmacy, Excel, GoogleSheets, PowerPoint, GoogleSlides 🏢 Description: About the Role: We are seeking a dynamic and experienced Senior Client Success Manager to join our Pharmacy Benefit Management (PBM) team. The successful candidate will be responsible for managing key client relationships, taking a consultative 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. What You'll Do: - Responsible for the overall relationship with assigned PBM clients, including managing ongoing client touchbases, contract deliverables, tracking client inquiries and maintaining logs, resolving client escalations, and ensuring overall client satisfaction. - Maintain regular contact with clients, client representatives, and internal account team members regarding ongoing pharmacy operations. - Serve as the initial point of contact for day-to-day operational inquiries and lead all client meetings, including quarterly and annual business reviews. - Partner with the Implementation Team during new client implementations to ensure a seamless transition post-launch. - Gather client requirements for the annual open enrollment process, including benefit changes and customized requirements. - Participate in client webinars, training sessions, and forums to educate employees on the PBM solution; travel to client sites for Open Enrollment or Benefit Fairs may be required. - Identify issue trends and collaborate with operations and vendor partners to implement preventative measures. - Ensure all requirements and deliverables are met accurately and on time; track risks related to contractual obligations. - Support standardization across accounts and contribute to operational enhancements in multi-disciplinary teams. - Provide ongoing support including interpreting plan design, resolving claims, benefit and enrollment issues, and handling phone, written, and electronic inquiries. - Maintain awareness of industry trends and provide insights and recommendations to clients. Who You Are: - Education: Bachelor's Degree required; Master's Degree preferred. - 5-8 years of experience in pharmacy operations. - Detail-oriented with strong consultative, presentation, communication, and organizational skills. - Solid client management skills and pharmacy benefit knowledge. - Effective and creative problem-solving abilities. - Ability to prioritize, manage change, lead projects, and influence stakeholders without direct authority. - Basic knowledge of spreadsheet tools (Excel, Google Sheets) and presentation tools (PowerPoint, Google Slides). Compensation: $125,000 - $145,000 annually, in addition to bonus and equity. Compensation is determined by geographic location, experience, and qualifications.

🏢 Summary: Senior Client Success Manager role within a Pharmacy Benefit Management (PBM) team, responsible for managing complex client accounts, ensuring high-quality pharmacy benefit delivery, and driving client satisfaction. The position focuses on consultative account management, operational oversight, and cross-functional collaboration to meet contractual obligations and support pharmacy operations. It involves leading client meetings, supporting implementations, resolving escalations, and providing strategic insights on industry trends. 🗂️ Requirements: Bachelor's Degree, 5-8 years in pharmacy operations, Strong pharmacy benefit management (PBM) knowledge, Client account management experience, Ability to manage contract deliverables and track compliance, Experience leading client meetings and business reviews, Ability to gather and manage open enrollment requirements, Project leadership and cross-functional collaboration skills, Proficiency in spreadsheet and presentation tools (Excel, Google Sheets, PowerPoint, Google Slides) 📃 Skills: PBM, Pharmacy, Excel, GoogleSheets, PowerPoint, GoogleSlides 🏢 Description: ABOUT THE ROLE: We are seeking a dynamic and experienced Senior Client Success Manager to join our Pharmacy Benefit Management (PBM) team. The successful candidate will be responsible for managing key client relationships, taking a consultative 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. WHAT YOU'LL DO: Responsible for the overall relationship with assigned PBM clients, including managing ongoing client touchbases, contract deliverables, tracking client inquiries and maintaining logs, resolving client escalations when they occur, and ensuring overall client satisfaction. Maintain regular contact with clients, client representatives, and other internal members of the account team regarding ongoing pharmacy operations. Serve as the initial point of contact for all day-to-day operational inquiries, either from clients directly or from internal team members on behalf of the client. Lead and facilitate all client meetings, including quarterly and annual business reviews. Partner with the Implementation Team during new client implementations to ensure a seamless transition from implementation to client management post-launch. Responsible for gathering all client requirements for the annual open enrollment process, including benefit changes and any customized requirements. Participate in client webinars, training, and other forums designed to educate their employees on the PBM solution. Travel to client sites for Open Enrollment or Benefit Fairs may be required. Identify trends within issues and work with the operations team and vendor partners to take appropriate preventative measures. Work with operations and vendor partners to ensure all requirements and deliverables are met and sent to the client timely and accurately. Ability to track and identify issues and risks that are not being met per contractual obligations. Participate in efforts to support standardization across accounts and work in multi-disciplinary teams to design and implement production and operational enhancements. Provide ongoing support to partners which may include, but is not limited to, interpreting plan design, researching and resolving phone, written and electronic inquiries, and resolving claims, benefit and enrollment issues. Maintain an understanding of industry trends and provide clients with insights and recommendations on how the PBM solutions work to address those trends. WHO YOU ARE: 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-solving, 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) COMPENSATION: $125,000 - $145,000 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.

🏢 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: 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 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 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 offer is for a Client Success Manager responsible for managing healthcare clients using cloud-based revenue cycle and EDI solutions. The role focuses on client relationship management, onboarding support, troubleshooting claims and data issues, and cross-functional collaboration to improve processes and systems. It combines account management with deep healthcare EDI expertise to drive client retention and operational efficiency. 🗂️ Requirements: Bachelor's degree in healthcare administration, information technology, or equivalent combination of education and experience, Minimum 2 years of experience in account management or customer support within healthcare EDI, Strong understanding of EDI standards and protocols, Knowledge of healthcare billing and claims processes, Ability to use Salesforce for documentation and reporting, Willingness to travel up to 20% 📃 Skills: EDI, HealthcareEDI, Salesforce, ClaimsProcessing, RevenueCycleManagement, EligibilityVerification, PaymentProcessing, DataExchange 🏢 Description: About the Role We're looking for a Client Success Manager to join our growing team. This position plays a crucial role in managing and supporting healthcare customers who utilize Office Ally tools in their day-to-day operations. This position serves as the primary escalation point for assigned clients, collaborates with the Sales Account Management team on communications and projects, oversees implementations and solutions, provides proactive support, resolves issues, and drives client retention. What You'll Do Client Relationship Management - Build and maintain strong relationships with healthcare clients, understanding their specific nuances in conducting business each day. - Serve as the primary escalation point for providers, promptly addressing their inquiries, concerns, and requests with professionalism. - Conduct proactive client outreach based on the schedule outlined by Client Services leadership. Onboarding - Partner with the onboarding team to ensure a seamless transition for clients. - Partner with the Learning Experience team to ensure clients have access to all training resources necessary to perform at an optimal level. Transaction Support - Troubleshoot and resolve issues, including rejected claims and data discrepancies. - Assist clients in optimizing their processes to enhance efficiency and reduce errors. Documentation and Reporting - Utilize Salesforce to maintain accurate records of interactions with clients and issue resolutions. Collaboration and Cross-Functional Teamwork - Collaborate with internal teams, including IT/Engineering, Sales, compliance, and client support, to deliver comprehensive solutions and resolve client issues. - Contribute to the development and improvement of internal systems, processes, and products. What You'll Need - Bachelor's degree from a four-year college or university in healthcare administration, information technology, or an equivalent combination of education and experience. - 2+ years of related experience and/or training in account management or customer support within healthcare EDI. - Deep understanding of EDI standards, protocols, and healthcare industry practices. - Familiarity with healthcare billing and claims processes. Nice to Have - Familiarity with EDI software and systems is a plus. Travel Requirements - Up to 20% travel, including client meetings, team gatherings, or company events. Compensation and Benefits Compensation may vary based on individual skills, experience, and location. In addition to base pay, employees may be eligible for performance-based bonuses and a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) with company match, paid time off, and other benefits. Actual compensation will be determined considering the candidate's qualifications, relevant experience, and internal equity. Equal Opportunity The employer is an Equal Opportunity Employer and does not discriminate on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by law.

🏢 Summary: The Client Success Manager role focuses on managing and supporting healthcare clients using EDI and revenue cycle management solutions, acting as the primary escalation point and ensuring successful onboarding, issue resolution, and retention. The position involves troubleshooting claims and data issues, collaborating cross-functionally, and maintaining accurate reporting in Salesforce. It requires strong expertise in healthcare EDI standards, billing processes, and client account management. 🗂️ Requirements: Bachelor's degree in healthcare administration, information technology, or equivalent experience, 2+ years of experience in account management or customer support within healthcare EDI, Deep understanding of EDI standards and protocols, Knowledge of healthcare billing and claims processes, Ability to manage client escalations and resolve transaction issues, Willingness to travel up to 20% 📃 Skills: EDI, Salesforce, Healthcare, Billing, Claims, RevenueCycle, Cloud, CRM 🏢 Description: About the Role We’re looking for a Client Success Manager to join our growing team. This position plays a crucial role in managing and supporting healthcare customers who utilize Office Ally tools in their day-to-day operations. The role serves as the primary escalation point for assigned clients, collaborates with Sales Account Management on communications and projects, oversees implementations and solutions, provides proactive support, resolves issues, and drives client retention. What You’ll Do Client Relationship Management - Build and maintain strong relationships with healthcare clients, understanding their specific business operations. - Serve as the primary escalation point for providers, addressing inquiries, concerns, and requests professionally. - Conduct proactive client outreach based on schedules outlined by Client Services leadership. Onboarding - Partner with the onboarding team to ensure a seamless transition for clients. - Partner with the Learning Experience team to ensure clients have access to necessary training resources. Transaction Support - Troubleshoot and resolve issues, including rejected claims and data discrepancies. - Assist clients in optimizing processes to enhance efficiency and reduce errors. Documentation and Reporting - Utilize Salesforce to maintain accurate records of client interactions and issue resolutions. Collaboration and Cross-Functional Teamwork - Collaborate with IT/Engineering, Sales, compliance, and client support teams to deliver comprehensive solutions and resolve issues. - Contribute to the development and improvement of internal systems, processes, and products. What You’ll Need - Bachelor’s degree from a four-year college or university in healthcare administration, information technology, or an equivalent combination of education and experience. - 2+ years of related experience and/or training in account management or customer support within healthcare EDI. - Deep understanding of EDI standards, protocols, and healthcare industry practices. - Familiarity with healthcare billing and claims processes. Nice to Have - Familiarity with EDI software and systems. Travel Requirements - Up to 20% travel for client meetings, team gatherings, or company events. Pay Transparency Compensation may vary based on skills, experience, and location. Employees may be eligible for performance-based bonuses and a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) with company match, and paid time off. Salary range: $55,000—$65,000 USD. EEO Note The company is an Equal Opportunity Employer and does not discriminate on the basis of legally protected characteristics.