Client Success Manager

Client Success Manager

Position Summary

We are seeking a Client Success Manager to own the day-to-day operational relationship for an assigned client accounts and serve as the liaison between Gifthealth and its clients. This position plays a key role in supporting the Client Success team, reporting to the Director, Client Success, ensuring alignment with organizational goals, operational excellence, and compliance standards. This person is as comfortable in a client meeting, navigating process improvement with internal teams, and is trusted by stakeholders to get things done and by internal teams to represent client needs accurately.

Key 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, not just symptoms.
• Own follow-through on action items coming out of client meetings and internal reviews, tracking them to closure and keeping the Director informed of status.
• Represent the Director when needed on routine client touchpoints, internal syncs, and data requests, freeing the Director's time for strategic work.

Proactive Data Monitoring

• Monitor account performance continuously rather than only at reporting checkpoints, watching for shifts in volume, service levels, or satisfaction that signal a client conversation is needed.
• Investigate before escalating, digging into the root cause of a metric that moves before bringing it to the Director or the client, so every flag comes with context and a recommendation.
• Get ahead of predictable risk such as seasonal volume shifts, program changes, or contract milestones, and build the plan before the client has to ask what Gifthealth is doing about it.
• Close the loop on data requests from clients and internal teams quickly and accurately, treating every request as a chance to demonstrate reliability.

Account & Relationship Support

• Support the day-to-day relationship for an assigned portfolio of accounts, staying close enough to the details that nothing catches the team by surprise.
• Build trusted working relationships with client-side program managers, giving the Director a second set of eyes and ears embedded in the account.
• Coordinate with pharmacy operations, patient experience, and supply chain to resolve issues and confirm commitments are on track ahead of client check-ins, not during them.

Cross-Functional Collaboration

• Serve as the primary liaison between clients and Gifthealth's internal teams, translating client needs into internal action and internal constraints into client-ready explanations.
• Relay client feedback internally so that product and operational improvements reflect what clients and patients actually need.
• Support the Director on renewal and expansion planning by preparing the data, history, and account narrative that inform those conversations.

Qualifications

• Education: Bachelor's degree in Business, Healthcare Administration, Life Sciences, or a related field, or equivalent experience.
• Licensure/Certification: Not applicable.
• Experience: 2–4+ years of experience in account management, client success, or client-facing analytics, ideally within specialty pharmacy, pharmaceutical services, or healthcare.
• Skills:  
  • Strong PowerPoint and data visualization skills; can build a clear, client-ready deck without heavy direction.
  • Comfortable in spreadsheets and reporting tools, with the analytical instinct to spot a trend before it becomes a problem.
  • Excellent written and verbal communication skills, able to translate operational detail into a clear executive narrative.
  • Strong organizational skills and follow-through; comfortable owning a checklist and closing the loop. Proficiency with CRM, presentation, and data/reporting tools.
  • A naturally proactive, self-directed working style; anticipates next steps rather than waiting to be told. Occasional travel for client meetings or site visits.

Desired Attributes

• A track record of catching issues early and getting ahead of them, not just responding well after the fact.
• Treats every data request as a chance to demonstrate reliability.
• Measures their own success by client satisfaction and retention, and by the share of issues addressed proactively versus raised by the client first.

Work Environment

• Location: Remote.
• Schedule: Full-time; standard business hours.
• Occasional travel for client meetings or site visits.
• Regular meetings with the Director, Client Success, and cross-functional partners in pharmacy operations, patient experience, and supply chain to ensure alignment.

Key Essential Functions

• Must be able to sit or work at a computer workstation for extended periods while building decks, dashboards, and reports
• Must be able to travel occasionally for client meetings or site visits.
• Must be able to prepare polished, accurate client-facing materials under recurring reporting deadlines.
• Must be able to work remotely, with reliable connectivity to support client meetings and cross-functional collaboration.

Employment Classification

Status: Full-time
FLSA:  Exempt

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.