Full Time Director

Director, Client Success

Function:

Client Success
Employment Type:

Full-Time
Strategy & Analytics, Product, Operations, Commercial Leadership
Ideal Background:

Pharma patient services or reimbursement hub experience, plus client success 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 program expansion, and identify cross-sell opportunities within client organizations.
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.
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. 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 while owning the room, the commercial narrative, and the follow-through
Build multi-level relationship maps for each account; Develop client advocates who will speak credibly about PHIL to peers and serve as references for new business
Partner with cross-functional internal teams to voice client priorities and help strategize what PHIL needs to deliver to drive volume growth.
Develop a deep understanding of each client’s sales structure, territory model, and field team priorities
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 rather than just operational metrics
Track performance at the territory and HCP level; surface opportunity areas to the client’s field team and sales leadership
Identifying New Brand Opportunities
Leverage deep relationships within existing client organizations to identify other pharma brands that would benefit from PHIL’s platform.
Develop sufficient understanding of each client’s portfolio to recognize brands that would benefit from PHIL’s hub and pharmacy model
Build relationships with commercial leaders across multiple business units within each client organization, not just the teams managing current PHIL programs
Participate in new brand conversations alongside PHIL’s commercial team, providing credibility through the existing relationship and institutional knowledge of the client
Serve as the connective tissue across PHIL’s internal teams, including Strategy & Analytics, Product, and Operations, ensuring the client’s priorities are understood and acted upon across the organization and that the client experiences a seamless, coordinated partnership regardless of which PHIL team members they are engaging with.
Maintain a complete picture of each account, including open priorities, ongoing initiatives, relationship dynamics, recent interactions across all PHIL functions, and upcoming decision points
Coordinate the participation of Strategy & Analytics, Product, and Operations leads in client engagements by briefing them on context, setting clear objectives for each interaction, and ensuring follow-through on commitments
Serve as the client’s internal voice at PHIL by representing client priorities in product roadmap discussions, escalating operational issues, and advocating for investments that will improve client outcomes
Build and maintain an account plan for each client that is visible to all relevant internal stakeholders and updated regularly
A Director of Client Success who is performing at a high level at PHIL will be described by clients as a trusted advisor who understands their business, not just their program. Internally, they will be known as the person who always knows what is happening with their accounts and who makes cross-functional execution feel seamless.
Program volume is measurably growing across their portfolio of accounts
They have identified at least one cross-sell opportunity per major client and have active conversations in progress with PHIL’s commercial team
They have executive-level relationships at each client, including VP and SVP Market Access, Commercial, or Patient Services leaders, not just day-to-day program contacts
They have built at least one identifiable advocate per account, someone who will take a peer call and speak credibly about PHIL
They are never the last to know about a problem with one of their accounts; Their clients’ field teams and sales leadership view PHIL as a commercial partner, not a back-office function
The strongest candidates will have spent meaningful time inside a pharmaceutical company in a patient services, reimbursement, hub operations, or sales training capacity. This background produces a Director who understands the commercial pressures clients face, how field sales teams are structured and motivated, and what “great” looks like for a market access or hub program from direct experience.
5+ years of experience within a pharmaceutical manufacturer in one or more of the following areas:
~ Patient services, patient access, or reimbursement program leadership
~ Hub or specialty pharmacy program management on the manufacturer side
~ Sales training, field force effectiveness, or commercial operations
~ Market access, payer strategy, or value and access

Strong track record of building relationships with commercial and market access leadership
Client Success / Account Management Experience
Prior experience in client success, account management, or strategic partnerships at a hub services company, specialty pharmacy, or healthcare technology company is a meaningful differentiator. Experience managing a portfolio of pharmaceutical manufacturer clients
Familiarity with hub services metrics, including enrollment rates, pull-through rates, and refill rates
Exceptional relationship and communication skills, with the ability to move comfortably between strategic conversations with senior leaders and working sessions with field sales trainers
Strong commercial orientation and the ability to translate operational program data into net revenue narratives that resonate with brand and commercial leaders
Strong orchestration and project management instincts, with comfort coordinating multiple internal stakeholders on behalf of a client without letting anything fall through the cracks
Data literacy, including the ability to interpret program performance data, identify meaningful patterns, and frame them as actionable insights
A proactive, anticipatory mindset focused on getting ahead of problems rather than reacting to them
A bachelor’s degree is required; an advanced degree in business, healthcare, or a related field is a plus
PHIL is redefining how pharmaceutical manufacturers connect patients to the therapies they need. Our digital hub and pharmacy platform is built to eliminate friction in patient access, from enrollment and benefits verification through prior authorization, copay support, and dispensing, while also giving manufacturers the commercial insight they need to drive better outcomes.
The Director of Client Success role sits at the center of PHIL’s growth strategy. Peer referrals and trusted relationships are the primary driver of how pharmaceutical manufacturers select hub partners, which means every client relationship this Director builds and deepens directly contributes to PHIL’s ability to grow. The Director of Client Success joining now will help define how we show up for clients as we scale and will have an outsized influence on both PHIL’s client experience and its commercial trajectory.
Ground floor opportunity with one of the fastest-growing startups in health-tech
Fully remote working environment available in the following states: Full benefits (medical, dental, vision)