Sr. Customer Success Director - Pharmaceutical Brands

Sr. Customer Success Director - Pharmaceutical Brands

United States

About Prescriber Point

The brainchild of David Ricks, CEO of Lilly, and incubated by Boston Consulting Group's Digital Ventures, PrescriberPoint is a Series A healthtech firm funded by Lilly, Pfizer, Adobe, and Master Card. We help healthcare professionals reduce the time, tension, and anxiety they and their patients encounter during the prescribing journey. We want to make the script journey painless.

Our platform gives U.S. healthcare professionals a single place to find drug dosage and label details, drug interactions, coverage restrictions, prior authorization requirements, and patient affordability information — backed by a comprehensive database we call “Mapping the Drug Universe,” covering 9,000 brands, 15,000 drugs, and 20,000 over-the-counter products. It also offers tools for collaboration within practices and with pharmaceutical representatives, with AI functionality increasingly woven throughout.

The result: less administrative friction, higher provider satisfaction, and patients who receive their medications more quickly and reliably.

Pharmaceutical manufacturers partner with us to reach and support prescribers through data-driven digital programs on that platform. This role owns those manufacturer relationships.

Position Summary

The Senior Director of Customer Success owns PrescriberPoint's largest and most complex pharmaceutical brand relationships. This is a senior individual contributor role: you will personally lead a portfolio of top-tier manufacturer accounts, set the standard for how we serve them, and carry the commercial responsibility for retaining and expanding that book of business.

Both account management and internal sales are central to the position. You will build trusted relationships across brand, marketing, market access, and digital teams at each manufacturer; translate complex data and technology into insight your clients can act on; and pursue and close additional revenue across existing and new brands. The work you do here — the playbooks you write, the account reviews you run, the way you handle a hard conversation — shapes the model the rest of the customer success organization follows.

Key Responsibilities

Account Management & Client Relationships

• Serve as the primary point of contact for a portfolio of top-tier pharmaceutical brand clients, building and maintaining trusted relationships at multiple touchpoints that can be leveraged to expand our business within that manufacturer.
• Develop a deep understanding of each client's business needs, challenges, and objectives to drive account retention and growth.
• Provide proactive and preemptive service — conduct regular check-ins to solicit feedback, address issues, and share updates before clients have to ask.
• Conduct regular account reviews, providing strategic recommendations and progress reports against KPIs.

Strategic Customer Success Planning

• Create, execute, and continuously optimize customer success strategies tailored to each client.
• Collaborate with sales, product, and marketing to develop solutions that align with clients' current goals and projected future needs.
• Identify opportunities for upsell, cross-sell, and additional brand penetration and, drawing on the full resources of the firm, pursue and close them.
• Develop and maintain a deep understanding of our products, our development roadmap, and the needs of our current and target clients.

Operational & Project Management

• Oversee the delivery of services, ensuring that all deliverables meet high standards and deadlines.
• Manage project timelines, resource allocation, and client expectations through effective planning and execution.
• Provide product training, onboarding, and ongoing support…