Manager, Client Success (Pharma)
Francisco Partners
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Benefits offered by this job
Job summary
GoodRx is seeking a Manager, Client Success to lead a team of Account Managers responsible for Pharma and Agency clients. You will mentor, coach, ensure client satisfaction and renewals, and drive contract expansion.
You’ll partner with Sales, Product, Analytics and Marketing to translate client feedback into program improvements in a fast-paced, growth-oriented environment. The ideal candidate has extensive pharmaceutical account management experience, strong communication, and a proven ability
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 with pharma and agency clients.
- Act as a main point of escalation for 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 and ROI.
- Drive lead generation opportunities in collaboration with team and Sales.
- Become proficient in Client Success project management tool and ensure dashboard/KPIs accuracy.
- Collaborate with leaders on training materials for Client Success.
- Bring voice of the customer feedback to GTM Strategy, Product Management, Analytics, and Marketing.
- Stay up-to-date with industry trends and regulatory requirements in Pharma.
Skills
Tools
Job description
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.
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.
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.
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. Our benefits offerings include medical, dental, and vision insurance, 401(k) with a company match, an ESPP, unlimited vacation, 13 paid holidays, and 72 hours of sick leave. GoodRx also offers additional benefits like 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, and 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. Please still get in touch – we’d love to connect and see if you could be good for the role!
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 accommodations@goodrx.com.
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