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Phil is seeking a Director of Client Success to serve as the primary strategic partner for a portfolio of pharmaceutical manufacturer clients. This is fundamentally a relationship and growth role focused on retention, expansion, and cross-sell opportunities.
The Director will operate as the internal quarterback for every client engagement, orchestrating interactions across Phil's Strategy/Analytics, Product, and Operations teams while maintaining continuity and translating client priorities into coordinated action. You will be the client's advocate inside Phil and Phil's most important voice in the client relationship, equally credible with VP-level market access leaders and field sales trainers.
Core responsibilities include:
**Retention & Client Conviction**: Build and sustain deep, multi-level relationships across client organizations from day-to-day contacts through VP/SVP-level leadership. Own overall account health and satisfaction, lead Quarterly Business Reviews end-to-end, proactively identify and resolve issues before clients raise them, and develop client advocates who will speak credibly about Phil to peers.
**Expansion & Script Share Growth**: Drive measurable expansion in each client's share of prescriptions routed through Phil versus retail and other channels. Develop deep understanding of client sales structures, translate program performance data into commercial narratives focused on net revenue impact, work with Strategy/Analytics to identify program optimizations, and track script share performance at territory and HCP levels.
**Cross-Sell Opportunities**: Leverage relationships within existing client organizations to identify other pharma brands that would benefit from Phil's platform. Build relationships across multiple business units, identify expansion signals (new launches, pipeline products, dissatisfaction with existing partners), and participate in new brand conversations alongside Phil's commercial team.
**Internal Quarterbacking**: Serve as connective tissue across Phil's internal teams, maintaining a complete picture of each account, coordinating cross-functional participation in client engagements, representing client priorities in product discussions, and ensuring accountability between internal teams.
Success at 18 months means clients renew at high rates and proactively expand relationships, script share is measurably growing with clear commercial narratives, you've identified at least one cross-sell opportunity per major client, you have executive-level relationships at each client, you've built identifiable advocates per account, you surface issues before clients raise them, and clients' field teams view Phil as a commercial partner.
**Requirements**:
5+ years of experience within a pharmaceutical manufacturer in one or more of the following: patient services/access/reimbursement program leadership, hub or specialty pharmacy program management (manufacturer-side), sales training/field force effectiveness/commercial operations, or market access/payer strategy/value & access. Demonstrated ability to work cross-functionally within complex organizations and influence without direct authority. Track record of building strong relationships with commercial and market access leadership.
Client success/account management experience at a hub services company, specialty pharmacy, or healthcare technology company is a strong plus, particularly combined with pharma industry experience. Experience managing a portfolio of pharmaceutical manufacturer clients, familiarity with hub services metrics (enrollment rates, pull-through/PTR, script share, GTN vs. retail, refill rates), and experience delivering QBRs to VP/SVP-level stakeholders are meaningful differentiators.
All candidates must have: exceptional relationship and communication skills equally comfortable in strategic conversations with SVPs and working sessions with field sales trainers; commercially oriented mindset able to translate operational data into net revenue narratives; strong orchestration and project management instincts; data literacy to read, interpret, and frame program performance data as insights; executive presence and credibility to command rooms at VP/SVP level without losing approachability; proactive and anticipatory problem-solving orientation; and Bachelor's degree required (advanced degree in business, healthcare, or related field is a plus).
