DisclosedRx · 1 day ago
Client Success Director (MUST HAVE 8+ YEARS IN PBM)
United States
Full-time
Remote
Director/Executive
$175K/yr - $200K/yr
8+ years expDisclosedRx specializes in delivering transparent, high-impact prescription benefit solutions for self-funded employer health plans. The Director of Client Services is a senior leadership role responsible for overseeing client account management, driving retention, and ensuring exceptional client experiences across the company's book of business.
Hospital & Health Care
Responsibilities
Leads, coaches, and develops a team of Strategic Client Account Managers and Client Executives to drive account retention, client satisfaction, and performance against key metrics
Establishes clear performance expectations and conducts regular one-on-ones, performance evaluations, and professional development planning
Designs, implements, and maintains performance scorecards and KPIs to measure team effectiveness, client health, and service outcomes
Oversees key client relationships and serves as an escalation point for complex client issues, ensuring timely, professional, and effective resolution
Partners with cross-functional leaders to support client onboarding, implementations, renewals, and ongoing account management
Develops, documents, and continuously improves Client Services policies, workflows, and procedures based on root cause analysis and operational insights
Analyzes trends in client feedback, escalations, and performance data to identify risks, opportunities, and improvement initiatives
Collaborates with senior leadership to define and execute strategies that increase client satisfaction, retention, and long-term partnership value
Supports executive-level client meetings, presentations, renewals, and business development efforts as needed
Ensures consistent, high-quality client communication and service delivery across all accounts
Participates in continuous improvement initiatives to support scalability, operational efficiency, and service excellence
Performs other duties as assigned; this role may evolve as the organization continues to grow and scale
Qualification
Required
Bachelor's degree required
Minimum of 8 years of professional experience, with at least 5 years of progressive leadership experience in PBM, healthcare services, or a related customer-facing industry
Proven experience leading account management or client services teams
Demonstrated ability to effectively interface with stakeholders at all organizational levels, including executives and external clients
Strong project management, planning, and organizational skills with the ability to manage competing priorities
Excellent verbal and written communication skills, with the ability to present complex information clearly and confidently
High level of professionalism and discretion when handling confidential client information
Preferred
Deep expertise in customer relationship management strategies and client retention initiatives
Experience scaling client services teams and processes in a high-growth or entrepreneurial environment
Proven ability to lead, motivate, and develop high-performing teams in a fast-paced, evolving organization
Experience designing and implementing service offerings, workflows, and operational best practices
Familiarity with PBM operations, self-funded employer plans, and healthcare benefit structures
Company
DisclosedRx
DisclosedRx provides the best pharmacy benefits for your employees at the lowest total net cost.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
D
Daniel Rush
Founding Partner
Recent News
2025-06-03
Company data provided by crunchbase