Director of Client Success

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 who understands their business, not just their program. Internally, they will be known as the person who always knows what is happening with their accounts and who makes cross-functional execution feel seamless.

Success in this role looks like:

- Clients in their portfolio renew at a high rate and proactively expand their relationship with PHIL

- Program volume is measurably growing across their portfolio of accounts

- They have identified at least one cross-sell opportunity per major client and have active conversations in progress with PHIL’s commercial team

- They have executive-level relationships at each client, including VP and SVP Market Access, Commercial, or Patient Services leaders, not just day-to-day program contacts

- They have built at least one identifiable advocate per account, someone who will take a peer call and speak credibly about PHIL

- They are never the last to know about a problem with one of their accounts; they surface issues before clients raise them

- Their clients’ field teams and sales leadership view PHIL as a commercial partner, not a back-office function

QUALIFICATIONS

BACKGROUND & EXPERIENCE

Ideal Background

The strongest candidates will have spent meaningful time inside a pharmaceutical company in a patient services, reimbursement, hub operations, or sales training capacity. This background produces a Director who understands the commercial pressures clients face, how field sales teams are structured and motivated, and what “great” looks like for a market access or hub program from direct experience.

Preferred experience includes:

- 5+ years of experience within a pharmaceutical manufacturer in one or more of the following areas:

- Patient services, patient access, or reimbursement program leadership

- Hub or specialty pharmacy program management on the manufacturer side

- Sales training, field force effectiveness, or commercial operations

- Market access, payer strategy, or value and access

- Demonstrated ability to work cross-functionally within a complex organization and influence without direct authority

- Strong track record of building relationships with commercial and market access leadership

Client Success / Account Management Experience

Prior experience in client success, account management, or strategic partnerships at a hub services company, specialty pharmacy, or healthcare technology company is a meaningful differentiator. Candidates with this background combined with pharma industry experience are strongly preferred.

Additional strong qualifications:

- Experience managing a portfolio of pharmaceutical manufacturer clients

- Familiarity with hub services metrics, including enrollment rates, pull-through rates, and refill rates

- Experience delivering QBRs and business reviews to VP and SVP-level stakeholders

SKILLS & CAPABILITIES

All candidates should bring:

- Exceptional relationship and communication skills, with the ability to move comfortably between strategic conversations with senior leaders and working sessions with field sales trainers

- Strong commercial orientation and the ability to translate operational program data into net revenue narratives that resonate with brand and commercial leaders

- Strong orchestration and project management instincts, with comfort coordinating multiple internal stakeholders on behalf of a client without letting anything fall through the cracks

- Data literacy, including the ability to interpret program performance data, identify meaningful patterns, and frame them as actionable insights

- Executive presence and credibility, with the ability to command a room at the VP and SVP level while remaining approachable to day-to-day contacts

- A proactive, anticipatory mindset focused on getting ahead of problems rather than reacting to them

- A bachelor’s degree is required; an advanced degree in business, healthcare, or a related field is a plus

WHY PHIL

THE OPPORTUNITY

PHIL is redefining how pharmaceutical manufacturers connect patients to the therapies they need. Our digital hub and pharmacy platform is built to eliminate friction in patient access, from enrollment and benefits verification through prior authorization, copay support, and dispensing, while also giving manufacturers the commercial insight they need to drive better outcomes.

The Director of Client Success role sits at the center of PHIL’s growth strategy. Peer referrals and trusted relationships are the primary driver of how pharmaceutical manufacturers select hub partners, which means every client relationship this Director builds and deepens directly contributes to PHIL’s ability to grow. This is a high-visibility, high-impact role with direct exposure to PHIL’s senior leadership and a clear path to growth as the company scales.

PHIL is at an inflection point in its growth. The Director of Client Success joining now will help define how we show up for clients as we scale and will have an outsized influence on both PHIL’s client experience and its commercial trajectory.

BENEFITS

Ground floor opportunity with one of the fastest-growing startups in health-tech

Fully remote working environment available in the following states: AZ, CA, CO, FL, GA, IA, ID, IL, IN, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV

Competitive compensation (commensurate with experience)

Full benefits (medical, dental, vision)

401(k) contribution opportunity

PHIL is an equal opportunity employer.