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). If you are a driven, client-focused individual, who thrives in a fast-paced team environment and has a passion for digital marketing, Access and the pharma industry, and has a proven ability to guide teams in delivering successful campaigns, we encourage you to apply for this exciting opportunity.

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.
• Assist 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.

Skills & 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

• San Francisco and Seattle Offices: $136,000.00 - $216,000.00
• New York Office: $124,000.00 - $198,000.00
• Santa Monica Office: $113,000.00 - $180,000.00
• Other Office Locations: $102,000.00 - $162,000.00

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