Manager, Client Success (Pharma)

Hey Health Tech; California (MO); On-site; USD 102,000 - 216,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

ESP P

Unlimited vacation

13 paid holidays

Sick leave

Mental wellness programs

Fertility benefits

Parental leave

Pet insurance

Disability insurance

Job summary

GoodRx is seeking a seasoned Manager, Client Success to lead a team of Account Managers handling top-tier Pharma and Agency clients. You’ll mentor staff, ensure client satisfaction and renewals, and drive contract expansion through strategic guidance and data-driven recommendations.

You will oversee implementational excellence, escalations, quarterly business reviews, KPI dashboards, and collaboration with Sales, Operations, Product, and Marketing to maximize program ROI and growth opportunities.

Qualifications

• 3+ years of professional experience as a team lead within customer success.
• 8+ years of professional experience in Pharmaceutical client and account management.
• Strong written/verbal communication, excellent relationship management skills, and sharp attention to detail.
• Ability to apply analytics and data to a value proposition.
• Willingness to think critically and solve problems in new or creative ways.
• Proven team player with a positive attitude who adapts easily to a fast-paced, high-growth and external-facing environment.
• Proficient with CRM software like Salesforce and project management platforms like JIRA or TaskRay.

Responsibilities

• Drive team in effective and timely implementation of all customer engagements (Pharma and Agency).
• Act as a main point of escalation in all matters relating to client/agency program objectives, concerns, and needs.
• Help to guide and develop the professional growth of Account Managers.
• Assist in developing and delivering top account Quarterly Business Reviews (QBRs).
• Help the team extract insights and recommendations to highlight opportunities for program optimization.
• Routinely review and provide recommendations on top account monthly program reporting to reinforce program value story and ROI.
• Drive lead generation opportunities in collaboration with team and Sales.
• Become proficient in our Client Success project management tool used for content development and cross-team communication.
• Monitor for consistent usage by team to ensure accuracy of internal operations dashboard and team KPIs.
• Collaborate with other leaders in Client Success, Sales, Operations, Product, and Strategy on creating training materials and guides for Client Success.
• Bring voice of the customer feedback to GTM Strategy and Insights, Product Management, Analytics, and Marketing.
• Stay up-to-date with industry trends, digital marketing best practices, and regulatory requirements in the Pharma space.

Skills

Team leadership

Pharma account mgmt

Communication

Analytics

Problem solving

Relationship mgmt

Tools

Salesforce

JIRA

TaskRay

Job description

GoodRx is the leading prescription savings platform in the U.S. Trusted by more than 25 million consumers and 750,000 healthcare professionals annually, GoodRx provides access to savings and affordability options for generic and brand-name medications at more than 70,000 pharmacies nationwide, as well as comprehensive healthcare research and information. Since 2011, GoodRx has helped consumers save nearly $75 billion on the cost of their prescriptions. Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.

About the Role:

GoodRx is looking for a highly motivated and experienced leader to join the Client Success team and report to the VP, Client Success. The Manager, Client Success will be responsible for leading a team of Account Managers focused on the relationship management of our top tier Pharmaceutical and Agency clients. Through mentorship and hands-on coaching, the Manager will ensure client satisfaction and contract renewals for their team’s book of business as well as assist their team in driving contract expansion (upsell/cross-sell). If you are a driven, client-focused individual, who thrives in a fast-paced team environment and has a passion for digital marketing, Access and the pharma industry, and has a proven ability to guide teams in delivering successful campaigns, we encourage you to apply for this exciting opportunity.

Responsibilities:

• Drive team in effective and timely implementation of all customer (Pharma and Agency client) engagements.
• Act as a main point of escalation in all matters relating to client/agency program objectives, concerns, and needs.
• Help to guide and develop the professional growth of Account Managers
• Assist in developing and delivering top account Quarterly Business Reviews (QBRs).
• Help the team extract insights and recommendations to highlight opportunities for program optimization.
• Routinely review and provide recommendations on top account monthly program reporting to reinforce program value story and ROI, and to provide insights to help clients achieve business goals.
• Drive lead generation opportunities in collaboration with team and Sales, leveraging program insights and customer feedback to uncover new business opportunities.
• Become proficient in our Client Success project management tool used for content development and cross-team communication.
• Monitor for consistent usage by team to ensure accuracy of internal operations dashboard and team KPIs.
• Collaborate with other leaders in Client Success, Sales, Operations, Product, and Strategy on creating training materials and guides for Client Success.
• Bring voice of the customer feedback to GTM Strategy and Insights, Product Management, Analytics, and Marketing.
• Stay up-to-date with industry trends, digital marketing best practices, and regulatory requirements in the Pharma space.

Skills & Qualifications:

• 3+ years of professional experience as a team lead within customer success
• 8+ years of professional experience in Pharmaceutical client and account management
• Strong written/verbal communication, excellent relationship management skills, and sharp attention to detail
• Ability to apply analytics and data to a value proposition
• Willingness to think critically and solve problems in new or creative ways
• Proven team player with a positive attitude who adapts easily to a fast-paced, high-growth and external-facing environment
• Proficient with CRM software like Salesforce and project management platforms like JIRA or TaskRay

All GoodRx employees are responsible for reviewing and complying with all Company safety and security policies and procedures, being vigilant and observant of potential security threats (including phishing attempts) and proactively communicating with the Security Team to raise any concerns. At GoodRx, pay ranges are determined based on work locations and may vary based on where the successful candidate is hired. The pay ranges below are shown as a guideline, and the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and other relevant business and organizational factors. These pay zones may be modified in the future. San Francisco and Seattle Offices: $136,000.00 - $216,000.00 New York Office: $124,000.00 - $198,000.00 Santa Monica Office: $113,000.00 - $180,000.00 Other Office Locations: $102,000.00 - $162,000.00 GoodRx also offers additional compensation programs such as annual cash bonuses or commission, and annual equity grants for most positions as well as generous benefits.

Benefits:

• medical, dental, and vision insurance
• 401(k) with a company match
• an ESPP
• unlimited vacation
• 13 paid holidays
• 72 hours of sick leave
• mental wellness and financial wellness programs
• fertility benefits
• generous parental leave
• pet insurance
• supplemental life insurance for you and your dependents
• company-paid short-term and long-term disability
• more!

We’re committed to growing and empowering a more inclusive community within our company and industry. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel. With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, individuals with disabilities, and Veterans to apply for positions even if they don’t necessarily check every box outlined in the job description.

GoodRx is committed to providing reasonable accommodations for candidates with disabilities during our recruiting process. If you need any assistance or accommodations due to a disability, please reach out to us at [e-mail]. We prioritize candidate safety. Please be aware that all official communication will only be sent from @goodrx.com or [e-mail] addresses.

GoodRx is America’s healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a tele-health marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $60 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com. We help Americans get the healthcare they need at a price they can afford. We believe everyone deserves affordable and convenient healthcare. We build better ways for people to find the best care at the best price. Our technology gives all Americans - regardless of income or insurance status - the knowledge, choice, and care they need to stay healthy. We’re here to help. Come and help us create the future of healthcare.