Director of Client Success

Gifthealth; Fully; Hybrid; CHF 117.000 - 146.000; Vollzeit

Zusammenfassung

Gifthealth is seeking a Director of Client Success to own pharma manufacturer client relationships, align strategic goals, and drive escalation and solution design. You will report to the VP of Client Success and lead a team including a Client Success Manager and an Operations Manager as the organization evolves into a new model.

In this role you will partner with Product, Engineering, and Operations to surface client context, ensure program performance meets commitments, and deliver exceptional

Qualifikationen

• 5+ years in client success or related program management.
• 2+ years of direct report management.
• Experience with pharma/manufacturer services or healthcare tech.
• Ability to influence without direct authority in a matrixed environment.

Aufgaben

• Own primary pharma manufacturer client relationships and strategic alignment.
• Lead escalation management and coordinate with Product, Engineering, or Operations.
• Surface client needs to Product and participate in scoping sessions.
• Align scope and performance; manage client expectations across programs.
• Lead a small team including a CS Manager and an Operations Manager.
• Coordinate delivery with Project, Pharmacy, Data teams for seamless execution.

Kenntnisse

Client relationship management

Escalation management

Executive communication

Strategic thinking

Cross-functional collaboration

Jobbeschreibung

About Us

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Description

About Us

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Position Summary

We are seeking a Director of Client Success to serve as the primary relationship owner for Gifthealth’s pharma manufacturer clients, acting as the main point of contact for strategic alignment, communication, and escalation management. Reporting to the VP of Client Success, this role bridges client needs and internal execution by surfacing client context to the Product Manager’s prioritization process, contributing to solution design, and ensuring program performance meets client expectations. The Director leads a team of direct reports, typically a Client Success Manager and an Operations Manager, with team size scaling to program volume. This is a critical hire as Gifthealth’s Client Success organization evolves from legacy account structures into a new model, and the Director will be instrumental in defining what excellent client partnership looks like in practice.

Key Responsibilities

• Client Relationship Ownership Own primary pharma manufacturer client relationships, serving as the main point of contact for strategic alignment, communication, and long-term trust-building across all assigned programs
• Escalation Management Lead escalation management by triaging, owning, and resolving client issues; engage Product, Engineering, or Operations as needed and participate directly on client calls rather than relaying status
• Product Feedback & Client Scoping Surface client needs to the Product Manager and attend client scoping sessions to ensure the prioritization process reflects client context; contribute to solution design in partnership with Product
• Scope Alignment & Performance Management Align with clients on scope, strategic priorities, and program performance; set and manage client expectations across all active programs to ensure consistent delivery against commitments
• Team Leadership & Development Lead and develop direct reports, including a Client Success Manager focused on account health and program monitoring and an Operations Manager focused on day-to-day program operations; team size scales with program volume
• Cross-Functional Delivery Coordination Collaborate closely with the Project Manager on delivery coordination and cost transparency; partner with Engineering, Pharmacy Dispensing Operations, Patient Experience, and Data teams to ensure seamless program execution

Qualifications

• 5+ years in client success, account management, or client-facing program management (Required)
• 2+ years managing direct reports (Required)
• Experience in specialty pharmacy, pharma manufacturer services, hub services, or healthcare technology (Preferred)
• Prior experience managing pharma manufacturer relationships at the brand team or senior director level (Preferred)
• Knowledge, Skills & Abilities
• Deep knowledge of pharma manufacturer client relationships, specialty pharmacy or hub services operations, and client success methodology in a matrixed environment (Required)
• Strong client relationship management, escalation management, and executive-level written and verbal communication skills (Required)
• Ability to navigate ambiguity, manage competing priorities, and translate client context into actionable product feedback; able to influence without direct authority over shared services (Required)
• Knowledge of direct-to-patient program delivery, specialty pharma reimbursement, or comparable single-partner platform experience (Preferred)
• Strategic thinking across a multi-program client portfolio; ability to quickly onboard to a new organizational structure and help define new ways of working (Preferred)

Work Environment

• Location: Hybrid / Remote
• Schedule: Full-time

Key Essential Functions

• Must be able to sit and/or work at a computer for extended periods of time while managing client communications, meetings, and reporting activities.
• Must be able to use standard office equipment, including a computer, keyboard, mouse, headset, and telephone.
• Must be able to perform repetitive motions throughout the workday, including typing, reading, reviewing documentation, and participating in virtual meetings.
• Must be able to communicate effectively with internal and external stakeholders in person, via video conference, by phone, and in writing.
• Must be able to travel occasionally for client meetings, business reviews, team meetings, conferences, or onsite operational support, as needed.
• Must be able to manage multiple priorities and respond effectively in a fast-paced, high-growth environment.
• Must be able to work during standard business hours with flexibility for escalations, client needs, or critical business initiatives.

Employment Classification

Status: Full-time

FLSA: Exempt

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.

We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

Dislaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.

Salary Description

$142,026 - $177,533