Manager, Client Success

About the role

GoodRx is looking for a highly motivated and experienced leader to join the Client Success team and report to the VP, Client Success.

The Manager, Client Success will be responsible for leading a team of Account Managers focused on the relationship management of our top tier Pharmaceutical and Agency clients. Through mentorship and hands-on coaching, the Manager will ensure client satisfaction and contract renewals for their team’s book of business as well as assist their team in driving contract expansion (upsell/cross-sell).

Responsibilities

• Drive team in effective and timely implementation of all customer (Pharma and Agency client) engagements.
• Act as a main point of escalation in all matters relating to client/agency program objectives, concerns, and needs.
• Help to guide and develop the professional growth of Account Managers.
• Aid in developing and delivering top account Quarterly Business Reviews (QBRs).
• Help the team extract insights and recommendations to highlight opportunities for program optimization.
• Routinely review and provide recommendations on top account monthly program reporting to reinforce program value story and ROI, and to provide insights to help clients achieve business goals.
• Drive lead generation opportunities in collaboration with team and Sales, leveraging program insights and customer feedback to uncover new business opportunities.
• Become proficient in our Client Success project management tool used for content development and cross-team communication.
• Monitor for consistent usage by team to ensure accuracy of internal operations dashboard and team KPIs.
• Collaborate with other leaders in Client Success, Sales, Operations, Product, and Strategy on creating training materials and guides for Client Success.
• Bring voice of the customer feedback to GTM Strategy and Insights, Product Management, Analytics, and Marketing.
• Stay up-to-date with industry trends, digital marketing best practices, and regulatory requirements in the Pharma space.

Qualifications

• 3+ years of professional experience as a team lead within customer success
• 8+ years of professional experience in Pharmaceutical client and account management
• Strong written/verbal communication, excellent relationship management skills, and sharp attention to detail
• Ability to apply analytics and data to a value proposition
• Willingness to think critically and solve problems in new or creative ways
• Proven team player with a positive attitude who adapts easily to a fast-paced, high-growth and external-facing environment
• Proficient with CRM software like Salesforce and project management platforms like JIRA or TaskRay

Pay

Pay ranges are determined based on work locations and may vary based on where the successful candidate is hired. The pay ranges below are shown as a guideline, and the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and other relevant business and organizational factors. These pay zones may be modified in the future. Please contact your recruiter for additional information.

Benefits

• Medical, dental, and vision insurance
• 401(k) with a company match
• ESPP
• Unlimited vacation
• 13 paid holidays
• 72 hours of sick leave
• Mental wellness and financial wellness programs
• Fertility benefits
• Generous parental leave
• Pet insurance
• Supplemental life insurance for you and your dependents
• Company-paid short-term and long-term disability