Customer Success Executive - Cell & Gene Therapy

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well‑being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

The Customer Success Executive (CSE) serves as the primary post‑sale point of contact for cell, gene and advanced therapy (CGAT) clients, ensuring continuity between the client and McKesson.

The CSE uses in‑depth knowledge of our biopharma partners, McKesson’s CGAT service lines (e.g., specialty pharmacy, 3PL, specialty distribution, Hub services, patient support services), and technical expertise to ensure best practices are adopted, mitigate potential service errors, and handle escalations and coordination across service lines and functional areas.

The CSE is responsible for driving adoption of our products and services, ensuring customer satisfaction, and expanding our relationships with clients through upselling and expanding services.

• Act as primary point of contact for the client related to implementations, ongoing account management, and upsell opportunities, coordinating as necessary across McKesson.
• Develop and maintain high customer satisfaction with pharmaceutical client and potentially authorized treatment centers (ATC).
• Handle all aspects of account management and coordinate with BU service line account managers as necessary.
• Navigates the McKesson enterprise on behalf of the client.
• Build and maintain strong relationships with key stakeholders and decision‑makers at clients.
• Provide customers with proactive consultative services on process improvement, revenue‑generating, and cost‑saving opportunities; manage client expectations regarding the delivery of services.
• Collaborate with cross‑functional teams—including marketing, pricing, legal, finance, credit & underwriting, onboarding, sales, and BU resources—to develop and execute customer initiatives and ensure customer satisfaction.
• Work with all BU service line implementation teams and account managers to ensure a smooth program implementation across McKesson CGAT services.
• Prepare and deliver Quarterly Business Reviews (QBRs) to the client on the state of the business and outline opportunities for enhancement and additional services.
• Monitor monthly performance against service level agreements and develop a plan with BU service lines for corrective action if SLAs are not met.
• Ensure timely delivery of reports according to program SLAs.
• Understand, evaluate, and interpret data to accurately summarize the meaning of information for the customer.
• Manage project timelines, cross‑functional teams, interdepartmental communication.
• Identify project priorities with customers and communicate priorities to the internal team.
• Manage the financial performance of programs and ensure accurate billing.
• Monitor program profitability against plan on a monthly basis.
• Understand contractual obligations and negotiate incremental contractual arrangements after program go‑live.
• Develop a deep understanding of all BU service lines and build internal McKesson relationships to successfully manage client relationships and deliver client satisfaction.
• Participate in or lead cross‑functional teams to develop new product/service offerings or drive process improvements.
• Maintain client/customer profiles and provide regular status reports to ensure senior‑level management visibility to client status.

Degree or equivalent and typically requires 10+ years of relevant experience. Less years required if holder has relevant Master’s or Doctorate qualifications.

Bachelor’s Degree in a relevant discipline.

• 10+ years’ experience in product or account management.
• 8+ years’ experience in…