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Salary: USD 200,000 - 300,000 / annual
SmithRx is a venture-backed health-tech company disrupting the Pharmacy Benefit Management (PBM) sector with a next-generation drug acquisition platform. The company has onboarded hundreds of thousands of members since 2016 and is rapidly scaling its operations.
The Senior Director of Account Management is a strategic people leader responsible for building, developing, and scaling a high-performing Account Management organization. This role manages Account Executives and Account Management leaders, serving as a coach and strategic partner while establishing consistency in client relationship management, escalations, performance tracking, and growth opportunities.
Key responsibilities include:
**People Leadership & Talent Development**
- Lead, coach, and develop Account Executives and Account Management leaders to achieve individual and organizational goals
- Establish a high-performance culture grounded in accountability, collaboration, client advocacy, and continuous improvement
- Conduct regular talent assessments, identify high-potential employees, and create individualized development plans
- Provide clear, timely, and actionable performance feedback
- Build a strong leadership bench and succession plan for critical roles
- Ensure appropriate staffing, capacity, spans and layers, and role clarity as the organization scales
- Partner with HR on recruiting, onboarding, performance management, promotions, and employee engagement
**Account Management Leadership**
- Establish clear expectations, operating rhythms, and performance standards across the Account Management organization
- Ensure Account Executives operate proactively and strategically rather than primarily responding to client issues
- Coach teams to develop strong executive relationships and become trusted strategic advisors to clients
- Drive consistency in account planning, QBRs, client communications, escalation management, and business reviews
- Monitor team performance against key client and business metrics, including retention, satisfaction, engagement, and financial performance
- Ensure appropriate escalation and executive engagement for high-risk or strategically important clients
**Organizational Effectiveness**
- Evaluate team structure, workloads, account assignments, and capacity to ensure sustainable performance
- Identify opportunities to improve processes, tools, training, and operating models
- Develop scalable frameworks and playbooks that enable consistent Account Management practices
- Establish meaningful OKRs and reporting to measure team effectiveness
- Partner with leadership to evolve the Account Management model as the business grows
**Cross-Functional & Executive Partnership**
- Partner with Operations, Product, Sales, Finance, Clinical, Legal, Member Services, and other functions to deliver an integrated client experience
- Represent Account Management in leadership discussions and strategic initiatives
- Escalate organizational and client risks with clear recommendations and action plans
- Translate company direction into clear priorities and expectations for the Account Management team
- Serve as a visible and trusted leader across the organization
**Requirements**
- 10+ years of experience in Account Management, Client Success, Customer Success, or a related client-facing function
- 5+ years of people leadership experience, including managing managers and/or senior-level professionals
- Experience working with various clients ranging in size from small to enterprise level employers, Health Plans, TPAs, brokers, and consultants
- Demonstrated success building and developing high-performing teams
- Experience managing organizational growth, capacity planning, or evolving operating models
- Strong executive presence and communication skills
- Demonstrated ability to coach leaders and address performance issues effectively
- Strong strategic thinking, business acumen, and decision-making skills
- Experience working cross-functionally in a complex, fast-paced organization
- Bachelor's Degree required
- Healthcare, benefits, pharmacy, PBM, or related industry experience strongly preferred
