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Director of Client Success

PHIL· Client Success
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Remote$160k - $200kFull-timePosted 2w ago

About the role

Director of Client Success accountable for retention, expansion, and cross-sell within a portfolio of pharmaceutical manufacturer clients. Acts as internal quarterback, orchestrating Strategy & Analytics, Product, and Operations to ensure seamless, strategic client partnerships and measurable growth.

Responsibilities

  • 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; 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
  • 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
  • Partner with Strategy & Analytics to identify and recommend program optimizations that 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
  • 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
  • Participate in new brand conversations alongside PHIL’s commercial team
  • Maintain a complete picture of each account, including open priorities and upcoming decision points
  • Coordinate internal teams to ensure context, objectives, and follow-through in client engagements
  • Represent client priorities in product roadmap discussions and advocate for investments that improve outcomes
  • Maintain accountability across internal teams to ensure commitments are tracked
  • Build and maintain an account plan for each client accessible to relevant stakeholders

Qualifications

  • 5+ years of experience within a pharmaceutical manufacturer in one or more: patient services, patient access, reimbursement program leadership; hub or specialty pharmacy program management; sales training, field force effectiveness, or commercial operations; market access, payer strategy, or value and access
  • Demonstrated ability to work cross-functionally and influence without direct authority
  • Strong track record of building relationships with commercial and market access leadership
  • Experience in client success or account management at hub services, specialty pharmacy, or healthcare technology (preferred)
  • Experience managing a portfolio of pharmaceutical manufacturer clients (preferred)
  • Familiarity with hub services metrics (enrollment, pull-through, refill rates)
  • Experience delivering QBRs to VP/SVP-level stakeholders
  • Exceptional relationship and communication skills
  • Ability to translate operational data into net revenue narratives
  • Strong orchestration and project management instincts
  • Data literacy for interpreting program performance data
  • Executive presence with VP/SVP-level credibility
  • Bachelor’s degree required; advanced degree in business, healthcare, or related field is a plus

Skills

Required:Relationship managementStrategic storytellingCross-functional orchestrationData interpretation

Benefits

  • Ground floor opportunity with a fast-growing health-tech startup
  • Fully remote work in listed states
  • Competitive compensation
  • Full benefits (medical, dental, vision)
  • 401(k) contribution opportunity
Last updated Oct 7, 2026. Interested? Apply on the company site.
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About PHIL

Digital Hub and Direct-to-Patient Solutions for Pharma

PHIL's digital platform solves medication access and GTN challenges in pharma for retail and specialty-lite brands by simplifying the script journey for patients and providers.

PharmaPatient ExperienceBrand ExperiencePatientsProvidersHCP ExperienceCommercial successGTN gains
Company profileWebsite

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