Manager, Client Success

About the role

The Manager, Client Success serves as the day-to-day relationship owner for an assigned portfolio of small- to mid-tier pharma manufacturer accounts and is a key liaison between the organization and its HUB services partners, specialty pharmacies, and brand stakeholders. This role manages the operational and tactical elements of the client relationship, ensures program SLAs and KPIs are met, supports client delivery and reporting needs, and identifies and escalates risks and growth opportunities to leadership. This role reports to the SVP, Client Success and requires up to 15% travel.

Responsibilities

• Client Relationship Management
  Serve as the day-to-day point of contact for an assigned portfolio of manufacturer accounts and programs.
  Build and maintain working relationships with client stakeholders across Commercial, Market Access, and Operations functions.
  Support and help facilitate quarterly business reviews and client touchpoints.
  Attend client meetings and industry conferences as needed.
  Escalate executive-level relationship needs and risks to the SVP, Client Success.
• Account Management
  Serve as the primary point of contact for day-to-day inquiries and issue resolution across a portfolio of pharma manufacturer clients.
  Support execution of the HUB client portfolio strategy and roadmap.
  Partner cross-functionally with Operations, Technology/Product, and Compliance to ensure HUB services execution and delivery align with program requirements.
  Represent the manufacturer's day-to-day needs internally, ensuring CareMetx delivers against operational commitments.
  Support budgeting and forecasting activities in partnership with Finance.
  Assist with contract renewals and expansion SOW documentation.
  Provide regular client health updates to the SVP, Client Success.
  Identify and escalate risk, and support the development and execution of mitigation plans.
• Client Delivery & Program Success
  Monitor program SLAs, KPIs, and delivery deadlines in partnership with Operations.
  Identify gaps in the patient journey and support continuous improvement initiatives that reduce time to access.
  Support audits and corrective action planning in partnership with Quality, Compliance, and Operations.
  Assist in developing dashboards and performance reports for internal stakeholders.
  Use HUB data and reporting to track program performance, flag barriers, and support optimization efforts.
  Present program performance updates to internal leadership as needed.
  Support client implementations for new launches, special projects, and enhancements.
• Growth & Expansion Support
  Identify potential expansion opportunities within assigned accounts and share with the SVP, Client Success.
  Track contract renewal timelines and support annual account planning.
  Assist in preparing materials for new program configurations, technology enhancements, and service expansions.
  Partner with Sales and Account leadership on brand launches, transitions, and conversions as needed.