Director of Client Success

About Us

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Position Summary

We are seeking a Director of Client Success to serve as the primary relationship owner for Gifthealth's pharma manufacturer clients, acting as the main point of contact for strategic alignment, communication, and escalation management. Reporting to the VP of Client Success, this role bridges client needs and internal execution by surfacing client context to the Product Manager's prioritization process, contributing to solution design, and ensuring program performance meets client expectations.

The Director leads a team of direct reports, typically a Client Success Manager and an Operations Manager, with team size scaling to program volume. This is a critical hire as Gifthealth's Client Success organization evolves from legacy account structures into a new model, and the Director will be instrumental in defining what excellent client partnership looks like in practice.

Key Responsibilities

• Client Relationship Ownership Own primary pharma manufacturer client relationships, serving as the main point of contact for strategic alignment, communication, and long-term trust-building across all assigned programs
• Escalation Management Lead escalation management by triaging, owning, and resolving client issues; engage Product, Engineering, or Operations as needed and participate directly on client calls rather than relaying status
• Product Feedback & Client Scoping Surface client needs to the Product Manager and attend client scoping sessions to ensure the prioritization process reflects client context; contribute to solution design in partnership with Product
• Scope Alignment & Performance Management Align with clients on scope, strategic priorities, and program performance; set and manage client expectations across all active programs to ensure consistent delivery against commitments
• Team Leadership & Development Lead and develop direct reports, including a Client Success Manager focused on account health and program monitoring and an Operations Manager focused on day-to-day program operations; team size scales with program volume
• Cross-Functional Delivery Coordination Collaborate closely with the Project Manager on delivery coordination and cost transparency; partner with Engineering, Pharmacy Dispensing Operations, Patient Experience, and Data teams to ensure seamless program execution

Qualifications

• 5+ years in client success, account management, or client-facing program management (Required)
• 2+ years managing direct reports (Required)
• Experience in specialty pharmacy, pharma manufacturer services, hub services, or healthcare technology (Preferred)
• Prior experience managing pharma manufacturer relationships at the brand team or senior director level (Preferred)
• Knowledge, Skills & Abilities
• Deep knowledge of pharma manufacturer client relationships, specialty pharmacy or hub services operations, and client success methodology in a matrixed environment (Required)
• Strong client relationship management, escalation management, and executive-level written and verbal communication skills (Required)
• Ability to navigate ambiguity, manage competing priorities, and translate client context into actionable product feedback; able to influence without direct authority over shared services (Required)
• Knowledge of direct-to-patient program delivery, specialty pharma reimbursement, or comparable single-partner platform experience (Preferred)
• Strategic thinking across a multi-program client portfolio; ability to quickly onboard to a new organizational structure and help define new ways of working (Preferred)

Work Environment

• Location:
  Hybrid / Remote
• Schedule:
  Full-time

Key Essential Functions [example below key provision - you may require others]

• Must be able to sit and/or work at a computer for extended periods of time while managing client communications, meetings, and reporting activities.
• Must be able to use standard office equipment, including a computer, keyboard, mouse, headset, and telephone.
• Must be able to perform repetitive motions throughout the workday, including typing, reading, reviewing documentation, and participating in virtual meetings.
• Must be able to communicate effectively with internal and external stakeholders in person, via video conference, by phone, and in writing.
• Must be able to travel occasionally for client meetings, business reviews, team meetings, conferences, or onsite operational support, as needed.
• Must be able to manage multiple priorities and respond effectively in a fast-paced, high-growth environment.
• Must be able to work during standard business hours with flexibility for escalations, client needs, or critical business…