Senior Vice President, Customer Success

Summary

Join SmithRx, a rapidly growing Health-Tech company, as the SVP of Customer Success and ensure complete post-sale success and satisfaction for our clients. You will manage client relationships, oversee contract renewals, and lead the Account Management team. This role requires strong leadership, communication, and PBM experience. You will work cross-functionally with Sales, Product, Operations, and Strategy teams. The position offers a competitive compensation and benefits package, including wellness benefits, retirement savings, paid time off, and professional development opportunities. Up to 30-40% travel may be required.

Requirements

• Bachelor’s degree required
• 15+ years experience in progressive leadership roles
• Experience managing large, remote teams
• PBM experience with owning and managing Enterprise-level client accounts
• Exceptional executive-level communication and interpersonal skills with the ability to effectively navigate and mediate conflict and foster honest dialogue via face-to-face meetings, conference calls and written correspondence
• Contract negotiation experience driving ROI positive outcomes
• Experience working with healthcare consultants and understanding their role in PBM client relationships
• Self-starter mentality - ability to make informed decisions, find creative approaches to difficult challenges, and deliver on commitments
• Execution-focused ethos - you are a solutions-oriented problem solver and efficiency driven
• Flexible, adaptable, and able to respond under the pressure of a fast-paced technology company
• Ability to work independently as well as part of an extended, cross-functional team
• Conflict resolution skills
• Empathetic communicator with a consultative approach, able to see things from another person's point of view
• Up to 30-40% travel may be required

Responsibilities

• Accountable for customer satisfaction and client retention across our book of business, including managing financial and operational performance to client contract performance guarantees
• Maintain a comprehensive understanding of business challenges faced by customers
• Manage client relationship post sale, including through renewal and long-term partnership, building trusting relationships with client senior leadership
• Oversee and support client contract renewal and negotiation
• Work with customer success teams to understand/interpret client needs, ensure overall client expectations are met and surpassed, develop account relationships to supplement relationships at the business unit and account management levels
• Be the voice of the clients within SmithRx
• Assess and prioritize issues that may lead to client attrition risk and ensure a strong mitigation plan is in place
• Anticipates industry trends in client expectations and competitive landscape to develop innovative client management strategies that ensure SmithRx's competitive advantage
• Responsible for overall leadership of Account Management team, including hiring, training, mentoring, providing continuous feedback and conducting performance evaluations with direct reports
• Manages departmental budget and headcount with a focus on service delivery while driving efficiency
• Develops and implements company-wide client experience strategies that drive organizational growth, inform product roadmap decisions, and position SmithRx as the market leader in client satisfaction and retention
• Ensure career development plans are in place and are continuously reviewed
• Align departmental attributes with current and future business needs
• Partners with leaders across Sales, Product, Operations, and Strategy to align client outcomes with corporate strategic objectives and drive enterprise-wide decisions based on client insights
• Support sales in proposal responses and finalist meetings, representing the SmithRx value proposition and approach
• Manage cross-functional issue resolution for client escalations, ensuring internal and external teams are coordinated as necessary
• Identify product gaps, collaborate on product development and manage client expectations
• Support strategic relationships with healthcare consultants in service of business development and client retention efforts

Benefits

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• 12 Paid Holidays
• Wellness Benefits
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities