Director of Client Success

About this role

DIRECTOR, CLIENT SUCCESS

Function: Client Success
Employment Type: Full-Time
Level: Director
Reports To: SVP, Client Success
Key Collaborators: Strategy & Analytics, Product, Operations, Commercial Leadership
Primary Focus: Retention, Expansion, Cross-sell
Ideal Background: Pharma patient services or reimbursement hub experience, plus client success experience

POSITION OVERVIEW

THE ROLE

PHIL is seeking a Director of Client Success who will serve as the primary strategic partner for a portfolio of pharmaceutical manufacturer clients. This is fundamentally a relationship and growth role, not an operational support role. The Director will own client retention, drive program expansion, and identify cross-sell opportunities within client organizations.

The Director operates as the internal quarterback for every client engagement. While PHIL’s Strategy & Analytics, Product, and Operations teams will regularly appear in client conversations as subject matter experts, this role is responsible for orchestrating those interactions, ensuring continuity of the client relationship, and translating client priorities into coordinated action across PHIL’s organization.

This role is the client’s advocate inside PHIL and PHIL’s most important voice in the client relationship. The Director must be equally credible with a VP of Market Access and a field sales trainer, and must be able to move fluidly between strategic conversations and operational follow-through.

CORE RESPONSIBILITIES

1. RETENTION: DEEPENING CLIENT CONVICTION

Build and sustain deep, multi-level relationships across each client organization, from day-to-day program contacts through VP and SVP-level commercial and market access leadership. Ensure clients maintain strong conviction in the value PHIL delivers, with every engagement reinforcing that PHIL is a strategic partner.

What you will do:

- Own the overall health and satisfaction of each assigned account; be the first to know when something is at risk and the first to act on it

- Lead Quarterly Business Reviews end-to-end, coordinating PHIL’s Strategy & Analytics and Product leads as SMEs while owning the room, the commercial narrative, and the follow-through

- Proactively identify and resolve issues before clients raise them

- Build multi-level relationship maps for each account; actively expand relationships beyond a single point of contact to ensure executive visibility and stakeholder depth

- Develop client advocates who will speak credibly about PHIL to peers and serve as references for new business

2. PROGRAM EXPANSION: DRIVE GROWTH

Drive measurable growth within programs. Build key relationships across the client organization to understand priorities and frame the value delivered by PHIL. Partner with cross-functional internal teams to voice client priorities and help strategize what PHIL needs to deliver to drive volume growth.

What you will do:

- Develop a deep understanding of each client’s sales structure, territory model, and field team priorities

- Build relationships with sales leadership and sales training teams to ensure PHIL is embedded in commercial execution

- Translate program performance data into commercial narratives that resonate with brand and commercial leaders, framing insights in terms of net revenue impact rather than just operational metrics

- Partner with the Strategy & Analytics team to identify and recommend program optimizations, including business rule changes, copay adjustments, and affordability program design, that meaningfully improve pull-through rates and patient conversion

- Track performance at the territory and HCP level; surface opportunity areas to the client’s field team and sales leadership

3. CROSS-SELL: IDENTIFYING NEW BRAND OPPORTUNITIES

Leverage deep relationships within existing client organizations to identify other pharma brands that would benefit from PHIL’s platform.

What you will do:

- Develop sufficient understanding of each client’s portfolio to recognize brands that would benefit from PHIL’s hub and pharmacy model

- Build relationships with commercial leaders across multiple business units within each client organization, not just the teams managing current PHIL programs

- Participate in new brand conversations alongside PHIL’s commercial team, providing credibility through the existing relationship and institutional knowledge of the client

4. INTERNAL QUARTERBACKING: ORCHESTRATING PHIL’S CROSS-FUNCTIONAL TEAM

Serve as the connective tissue across PHIL’s internal teams, including Strategy & Analytics, Product, and Operations, ensuring the client’s priorities are understood and acted upon across the organization and that the client experiences a seamless, coordinated partnership regardless of which PHIL team members they are engaging with.

What you will do:

- Maintain a complete picture of each account, including open priorities, ongoing initiatives, relationship dynamics, recent interactions across all PHIL functions, and upcoming decision points

- Coordinate the participation of Strategy & Analytics, Product, and Operations leads in client engagements by briefing them on context, setting clear objectives for each interaction, and ensuring follow-through on commitments

- Serve as the client’s internal voice at PHIL by representing client priorities in product roadmap discussions, escalating operational issues, and advocating for investments that will improve client outcomes

- Maintain clear accountability between internal teams, ensuring client-facing commitments are tracked and that no action item falls through the gaps in a cross-functional handoff

- Build and maintain an account plan for each client that is visible to all relevant internal stakeholders and updated regularly

WHAT GREAT LOOKS LIKE

18-MONTH SUCCESS PROFILE

A Director of Client Success who is performing at a high level at PHIL will be described by clients as a trusted advisor…