Client Success Manager

We are seeking a Client Success Manager to own the day-to-day operational relationship for assigned client accounts and serve as the liaison between Gifthealth and its clients. This role supports the Client Success team, ensuring alignment with organizational goals, operational excellence, and compliance standards.

Responsibilities

• Client Relationship Liaison
  • Own end-to-end resolution of client-reported operational issues, coordinating pharmacy operations, patient experience, and supply chain to fix root causes.
  • Follow through on action items from client meetings and internal reviews, tracking them to closure and keeping the Director informed.
  • Represent the Director on routine client touchpoints, internal syncs, and data requests.
• Proactive Data Monitoring
  • Monitor account performance continuously, watching for shifts in volume, service levels, or satisfaction that signal a client conversation is needed.
  • Investigate root causes of metric changes before escalating, providing context and recommendations.
  • Anticipate predictable risks (e.g., seasonal volume shifts, program changes) and build proactive plans.
  • Close the loop on data requests quickly and accurately to demonstrate reliability.
• Account & Relationship Support
  • Support day-to-day relationships for an assigned portfolio of accounts, staying detail-oriented to avoid surprises.
  • Build trusted relationships with client-side program managers, serving as a secondary point of contact for the Director.
  • Coordinate with internal teams (pharmacy operations, patient experience, supply chain) to resolve issues ahead of client check-ins.
• Cross-Functional Collaboration
  • Serve as the primary liaison between clients and internal teams, translating client needs into actionable steps.
  • Relay client feedback to inform product and operational improvements.
  • Support renewal and expansion planning by preparing data, history, and account narratives.

Requirements

• Education: Bachelor’s degree in Business, Healthcare Administration, Life Sciences, or related field (or equivalent experience).
• Experience: 2–4+ years in account management, client success, or client-facing analytics, preferably in specialty pharmacy, pharmaceutical services, or healthcare.
• Skills:
  • Strong PowerPoint and data visualization skills; ability to create client-ready decks independently.
  • Comfortable with spreadsheets and reporting tools; analytical ability to spot trends early.
  • Excellent written and verbal communication; able to translate operational details into executive narratives.
  • Strong organizational skills and follow-through; proficient with CRM, presentation, and data tools.
  • Proactive, self-directed working style; anticipates next steps rather than waiting for direction.
• Occasional travel for client meetings or site visits.

Desired Attributes

• Track record of identifying and addressing issues proactively.
• Treats data requests as opportunities to demonstrate reliability.
• Measures success by client satisfaction, retention, and proactive issue resolution.

Work Environment

• Location: Remote.
• Schedule: Full-time; standard business hours.
• Regular meetings with the Director, Client Success, and cross-functional partners.

Key Essential Functions

• Ability to work at a computer for extended periods while building decks, dashboards, and reports.
• Occasional travel for client meetings or site visits.
• Prepare polished, accurate client-facing materials under recurring deadlines.
• Reliable remote connectivity to support client meetings and collaboration.

Pay

$85,000–$100,000