Remote Senior Director, Client Success & Renewals

LucyRx Health Solutions, Inc.; United States; Remote; USD 141,000 - 165,000; Full time

Job summary

LucyRx Health Solutions, Inc. seeks a Senior Director, Client Success to lead the strategic client success function across the portfolio, driving satisfaction, retention, and renewals.

You will serve as a senior advisor to key clients and internal leadership, ensuring value is demonstrated and renewal outcomes are achieved. Responsibilities include governance, executive engagement, client strategy, renewal planning, risk mitigation, and building a high-performing team focused on a superior

Qualifications

• 10+ years of experience in Client Success, Account Management, or Client Services in healthcare, PBM, or related industry
• 5+ years of leadership experience, including management of Account Executives or senior client‑facing roles
• Proven track record of: Driving client retention and renewals, Managing senior‑level client relationships, Leading complex, high‑value accounts, Demonstrated ability to influence executive stakeholders internally and externally

Responsibilities

• Client Strategy & Executive Engagement: Establish governance and escalation frameworks that enable Account Executives to independently manage client relationships
• Build and maintain C-suite and senior stakeholder relationships across clients, consultants, and brokers
• Lead executive-level discussions on performance outcomes, strategic initiatives, and cost management and value realization
• Serve as a trusted advisor, aligning LucyRx solutions to client business priorities and healthcare objectives
• Retention & Renewal: Ownership accountable for overall portfolio retention, growth, profitability, and client health
• Partner with Sales and Account Executives to develop and execute renewal plans and timelines
• Identify risks early and implement mitigation strategies to improve retention outcomes
• Oversee team renewal negotiations for strategic or at-risk accounts
• Ensure consistent articulation of LucyRx value proposition and ROI
• Client Satisfaction & Experience: Establish and oversee a client experience strategy focused on satisfaction, engagement, and long-term partnerships
• Monitor and act on key satisfaction indicators (e.g., NPS, client feedback, service concerns)
• Ensure a consistent, high-quality client experience across all touchpoints
• Ensure escalation management processes are effective and consistently executed by Account Executives and leadership team members
• Leadership Development & Organizational Capability: Develop leaders who can independently manage client relationships, strategic initiatives, and business outcomes with minimal executive intervention
• Develop future leaders capable of assuming Director-level responsibilities
• Set clear expectations for: Client engagement standards, Strategic account planning, Renewal readiness and execution
• Coach team members on executive presence, consultative approach, and value articulation
• Drive accountability for retention, satisfaction, and growth targets
• Build succession plans and talent development programs
• Foster a high-performance, client-centric culture
• Strategic Account Planning & Growth: Oversee development and execution of account strategies and business plans
• Identify opportunities for client growth, expansion, and deeper partnership
• Partner closely with Sales on upsell and cross-sell opportunities, market positioning, and competitive strategy
• Organizational Performance & Accountability: Establish measurable performance standards for Account Executives and client portfolios
• Conduct regular performance reviews against retention, growth, client satisfaction, and strategic planning metrics
• Address performance gaps through coaching, corrective action, and development plans
• Ensure consistent execution of account management processes and best practices
• Hold leaders accountable for outcomes rather than activity
• Cross-Functional Collaboration (Non-Operational Oversight): Partner with Operations, Clinical, Product, and Finance teams to ensure client needs are understood and addressed
• Represent the voice of the client in internal discussions and decision-making
• Influence internal priorities based on client feedback, trends, and needs
• Ensure alignment across teams without direct ownership of operational execution
• Lead executive-level escalation management
• Develop and implement scalable client success processes, governance models, and best practices that improve organizational effectiveness
• Market Insight & Thought Leadership: Stay informed on PBM, pharmacy, and healthcare trends
• Translate market insights into strategic guidance for clients and internal stakeholders
• Position LucyRx as a strategic partner and industry leader in client interactions

Education

Bachelor’s degree in Business, Healthcare Administration, or related field

Job description

LucyRx Health Solutions, Inc. seeks a Senior Director, Client Success to lead the strategic client success function across the portfolio, driving satisfaction, retention, and renewals.

You will serve as a senior advisor to key clients and internal leadership, ensuring value is demonstrated and renewal outcomes are achieved. Responsibilities include governance, executive engagement, client strategy, renewal planning, risk mitigation, and building a high-performing team focused on a superior