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

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.

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

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…