AVP, Client Success

Principal Duties And Responsibilities / Essential Functions

• Serve as the primary advisor to the Client Success team on all matters related to pharmacy benefit management, including plan design, formulary management, rebates, and clinical programs.
• Guide the team on best practices for supporting clients and members across the full lifecycle.
• Partner directly with clients, consultants, and brokers to resolve escalated issues with urgency and diplomacy, protecting long-term relationships and reinforcing client trust.

Team Leadership & Measurable Outcomes

• Lead, develop, and retain a high-performing Client Success team — owning team structure, performance management, career development, and day-to-day coaching.
• Drive measurable outcomes across the function, including client retention, net revenue retention, NPS/client satisfaction, time-to-resolution on escalations, and team engagement.
• Establish clear success metrics and accountability frameworks that tie individual performance to team and business results.

Strategic Growth & Revenue Impact

• Partner with Sales and Product to identify and support upsell and cross-sell opportunities within the existing client base, turning service excellence into revenue growth.
• Influence the product roadmap by surfacing client insights, market feedback, and white-space opportunities that shape what we build next.
• Represent Client Success in strategic planning conversations, ensuring the voice of the client is embedded in NFP Rx Solutions’ growth strategy.

Operational Excellence & Efficiency

• Identify and champion opportunities for automation, process improvement, and other efficiencies within the Client Success function.
• Oversee the development, maintenance, and continuous improvement of training materials to ensure team readiness and consistent client experiences.
• Develop scalable playbooks and frameworks that reduce manual effort and elevate service quality as the business grows.

Cross-Functional Partnership

• Work closely with the Product team — which owns all products and clinical programs — to build deep fluency in our offerings.
• Partner with Product, Clinical Analytics, and other internal teams to create solutions for operationalizing new products and launching them successfully into the client-facing organization.
• Translate product strategy into actionable rollout plans that equip the Client Success team to deliver.

Technical & Industry Expertise

• Apply working knowledge of pharmacy claims processing to inform client conversations, troubleshoot issues, and shape operational solutions.
• Stay current on PBM industry trends, regulatory changes, and emerging opportunities relevant to our clients.

Minimum Requirements For Education, Experience, And Certifications/Licenses

• 8–10 years of progressive experience in pharmacy benefit management, benefits consulting, or a related field.
• 5+ years in management or leadership roles preferred.

Qualifications & Skills

• Deep expertise in pharmacy benefit management, including clinical programs, plan design, and claims processing.
• Demonstrated experience supporting employer clients, consultants, and brokers in a PBM, health plan, or benefits consulting environment.
• Hands-on experience with PBM platforms, pharmacy analytics tools, and working knowledge of applicable regulatory frameworks preferred.
• Track record of building and retaining high-performing teams, with a proven approach to coaching, development, and performance management.
• Experience developing training programs and operational documentation.
• Proven ability to partner cross-functionally with Product, Clinical, and Analytics teams.
• Strong analytical skills and a bias toward identifying automation and efficiency opportunities.
• Excellent communication skills with the ability to handle escalations with composure and diplomacy.
• Collaborative mindset; thrives in a team-oriented, matrixed environment.
• Management experience preferred.