Senior Director, Client Success

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

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business.

The Senior Director, Client Success is responsible for leading the strategic client success function, with aprimary focus on client satisfaction, retention, and renewals across LucyRx’s portfolio. This role serves as a senior advisor to key clients and internal leadership, ensuring that client relationships are strong, value is clearly demonstrated, and renewal outcomes are achieved.

Role And 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 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 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

Qualifications And Education Requirements

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

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

Preferences

MBA or advanced degree

Deep experience in PBM, health plan, or pharmacy services environment

Experience working with consultants, brokers, and large employer groups

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a largely sedentary role; however, some standing, walking, bending, and reaching may be required. Regularly operates in an office or home office setting which involves utilizing a computer, mouse, keyboard, and occasionally operates other standard office equipment, such as printer, copier, phone. Travel may be required by either car or airplane, or a combination of multiple modes of transportation.

What We Do

LucyRx is an independent, next‑generation pharmacy benefits manager (PBM) transforming how healthcare works. We’re fixing what’s broken in the PBM industry by putting people first and challenging outdated norms. For too long, traditional PBMs have prioritized profit over patients, and we believe that’s just plain wrong. LucyRx offers bold, innovative solutions powered by LucyIQ, our proprietary AI platform, to deliver actionable insights that lower costs, improve care, and simplify prescription management. While we’re new to the PBM space, LucyRx is built on decades of leadership experience and a commitment to meaningful change. We’re a nimble, remote‑first team with a bold mission to redefine pharmacy benefits—and we’re just getting started.

What It’s Like to Work at LucyRx

At LucyRx, we’re a fast‑moving team dedicated to making healthcare simpler, fairer, and more effective. Joining us means being part of a dynamic, mission‑driven group that works collaboratively to challenge outdated industry practices and redefine what’s possible in pharmacy benefits. We value accountability, innovation, and a relentless focus on making an impact. Here, you’ll find a supportive culture that encourages you to bring your whole self to work, share bold ideas, and grow alongside smart, driven colleagues who are passionate about fixing the PBM industry. If you’re ready to roll up your sleeves and make a real difference, we’d love to have you on your team.

Salary

$140,757-$164,938

Careers

At LucyRx, you won’t just have a job, you’ll have a purpose. As a luminary—a person who inspires, influences, and lights the way forward—you’ll be part of a team reimagining what’s possible in pharmacy benefits. Join a team that’s leading the charge toward a more transparent, accountable, and people‑first approach to prescription benefits. If you’re ready to challenge the status quo and illuminate a better path forward, you’re in the right place.