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Truveris · 3 weeks ago

Senior Director, Customer Success

United States

Full-time

Remote

Director/Executive

$140K/yr - $170K/yr

10+ years exp

Truveris is a pharmacy cost containment company dedicated to reducing pharmacy costs and driving transparency for employers and benefit consultants. They are seeking a Senior Director of Customer Success to lead and scale a high-impact team of Customer Success Managers, focusing on driving client retention and value realization through proactive engagement and executive-level relationship management.

Health CareInformation TechnologySaaSWellness

Responsibilities

Lead, mentor, and develop a team of CSMs, fostering a culture of accountability, client advocacy, and measurable impact

Set clear goals tied to retention and client success outcomes; provide coaching and career development

Shape the Customer Success strategy to align with company objectives and evolving client needs

Partner with your team to oversee strategic accounts to ensure value delivery and proactive engagement at all levels, including executive stakeholders

Act as an escalation point for complex client challenges, guiding resolution and reinforcing trust

Drive strategies that strengthen renewal readiness through consistent value realization and relationship depth

Define and monitor success metrics that measure retention, engagement, and risk

Partner with operations teams to ensure processes and tools support scalability and efficiency

Leverage data insights to inform team strategy and executive reporting

Partner with Sales, Product, and Analytics teams to ensure seamless client experiences and strategic alignment

Represent the voice of the customer internally to influence product and service enhancements

Apply deep knowledge of PBM industry dynamics, pricing models, and client challenges to guide conversations and strategies

Serve as a trusted advisor to clients and internal teams on PBM-related topics

Qualification

PBM industry expertiseCustomer Success managementTeam leadershipClient engagement strategiesAnalytical skills

Required

10+ years responsible for managing and maintaining customer or broker relationships in Customer Success, Account Management, or related client-facing roles

3+ years managing and developing a team of CSMs or similar roles at a small to mid-sized company

Direct PBM industry experience required

Proven ability to lead strategic client engagement and retention initiatives

Strong analytical skills with experience using metrics to drive decisions

Ability to thrive in a fast-paced, evolving environment with limited resources