Director of Client Success

Director, Client Success

Client Success | Full-Time | Reports to VP/SVP, Client Success

Reports To

SVP, Client Success

Key Collaborators

Strategy & Analytics · Product · Operations · Commercial Leadership

Primary Focus

Retention · Expansion · Cross-sell

Ideal Background

Pharma patient services, sales training, or reimbursement hub 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 expansion (increasing the share of a client's prescriptions routed through PHIL versus other channels), and identify cross-sell opportunities across additional brands 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

What You Will Own

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, not a vendor.

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, but owning the room, the commercial narrative, and the follow-through

Proactively identify and resolve issues before clients raise them; set the internal standard that no client should ever surface a problem PHIL didn't already know about

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

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

2. Expansion — Growing Script Share

Drive measurable expansion in each client's share of prescriptions routed through PHIL versus retail and other channels. Understand the commercial levers that move script share and work with clients' commercial and sales organizations to activate them.

Develop a deep understanding of each client's sales structure, territory model, and field team priorities — and 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, not just operational metrics

Work with Strategy/Analytics team to identify and recommend program optimizations (business rule changes, copay adjustments, affordability program design) that meaningfully improve pull-through rates and patient conversion

Track script share 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. Act as an intelligent referral source for PHIL's commercial team.

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

Identify expansion signals (new launches, pipeline products, dissatisfaction with existing hub partners) and communicate them to PHIL's commercial team in a timely and structured way

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 — 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're engaging with.

Maintain a complete picture of each account: 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 — 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: represent client priorities in product roadmap discussions, escalate operational issues with appropriate urgency, and advocate for investments that will improve client outcomes

Maintain clear accountability between internal teams — ensuring that 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's happening with their accounts and who makes cross-functional execution feel seamless.

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

Script share is measurably growing across their portfolio of accounts, with clear commercial narratives connecting PHIL's work to net revenue outcomes

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 (VP/SVP Market Access, Commercial, or Patient Services) — 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 (Primary Fit)

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 — not from the outside, but from having lived it.

5+ years of experience within a pharma