Director, Customer Success

Role Overview

• Serve as the primary Prescryptive representative for assigned accounts, owning the relationship across plan sponsors, brokers, and TPAs.
• Lead business reviews, renewals, performance guarantee reporting, and plan design strategy with disciplined project management and timeline accountability.
• Translate pharmacy claims data, rebate economics, specialty and biosimilar trends, and broader Rx market dynamics into clear, actionable recommendations.
• Navigate cost-containment and optimization discussions with credibility and transparency.
• Adjust communication style to stakeholder sophistication — from executive strategy sessions to accessible, plain-language explanations.
• Drive adoption of Prescryptive’s transparent model and member-facing technology to improve financial, clinical, and member outcomes.
• Contribute to complex, multi-stakeholder accounts beyond assigned book of business as needed.
• Partner with clinical pharmacists to understand emerging drug trends, specialty management strategies, biosimilar developments, and medical management approaches.
• Translate clinical strategy into plan-level implications and client-facing messaging.
• Align clinical direction, plan design, and cost objectives with client expectations.
• Maximize adoption and impact of Prescryptive’s member-facing technology.
• Develop strategies that increase engagement, transparency, and satisfaction.
• Use engagement and utilization data to refine approach and improve outcomes.
• Bring client insight to product and technology teams to inform ongoing innovation.
• Personally ensure accurate and timely execution of contract requirements, eligibility updates, reporting deliverables, and implementations.
• Own client escalations end-to-end, conducting root cause analysis and driving durable resolution.
• Engage cross-functionally, providing leadership and influence where necessary.
• Identify and advance operational efficiency improvements that enhance customer experience and scalability.
• Maintain precision in a compliance-sensitive, HIPAA-regulated environment.
• Contribute to product design and innovation initiatives by bringing client and market insight forward.
• Periodically support market-facing activities beyond assigned accounts, including broker or strategic client engagements.
• Analyze plan data to identify trends, risks, and opportunities.
• Apply rigor to specialty utilization, biosimilar strategy, rebate economics, and cost drivers.
• Monitor emerging Rx trends and translate implications for client and product strategy.
• Demonstrated success leveraging AI and analytical tools to elevate insight quality and operational effectiveness.

Requirements

• Bachelor’s degree in business or related field required.
• 8+ years of experience in PBM, pharmacy benefits, or closely related health benefits environments.
• Demonstrated success managing complex client relationships end-to-end, including renewals, escalations, and executive presentations.
• Proven ability to translate pharmacy claims data, clinical insight, and financial performance into strategic recommendations.
• Documented track record of meeting performance guarantees, contractual obligations, and deadlines with high accuracy.
• Experience influencing clinical, operational, and product stakeholders without direct authority.
• Strong executive presence with history of presenting to senior leadership, brokers, and external stakeholders.
• Experience operating in compliance-sensitive, HIPAA-regulated environments.
• Proficiency in Microsoft Office and CRM/project management systems.
• Experience within a transparent, pass-through PBM model strongly preferred.
• 8–10+ years of progressive account management experience in the PBM industry.
• Deep expertise in: Pharmacy benefit plan design, Rebate and specialty drug economics, Biosimilar strategy and adoption, Clinical program integration and utilization management, Regulatory and compliance frameworks.
• Experience partnering closely with clinical pharmacists or clinical strategy teams.
• Demonstrated success improving member engagement and satisfaction within employer-sponsored plans.
• Experience supporting or optimizing digital/member-facing technology solutions.
• Master’s degree or MBA preferred.

Benefits

• Flexible time off, including 12 paid holidays
• 401k match plus 100% employer paid medical, dental, and vision premiums
• Company contribution to Health Savings Account
• Stock options