Client Success Director (MUST HAVE 8+ YEARS IN PBM)

DisclosedRx

11d

About The Position

DisclosedRx specializes in delivering transparent, high-impact prescription benefit solutions for self-funded employer health plans. Built on an entrepreneurial foundation and guided by ethics, honesty, and accountability, DisclosedRx is committed to transforming the PBM landscape while scaling rapidly and responsibly. The Director of Client Services is a senior leadership role responsible for overseeing client account management, driving retention, and ensuring exceptional client experiences across our book of business. This role provides strategic and people leadership to a team of Strategic Client Account Managers and Executives, while partnering closely with executive leadership to align service delivery with business growth, operational excellence, and client outcomes. Success in this role requires a strong balance of client-facing leadership, operational discipline, and the ability to build scalable processes in a fast-growing PBM environment.

Requirements

Bachelor's degree required.
Minimum of 8 years of professional experience, with at least 5 years of progressive leadership experience in PBM, healthcare services, or a related customer-facing industry.
Proven experience leading account management or client services teams.
Demonstrated ability to effectively interface with stakeholders at all organizational levels, including executives and external clients.
Strong project management, planning, and organizational skills with the ability to manage competing priorities.
Excellent verbal and written communication skills, with the ability to present complex information clearly and confidently.
High level of professionalism and discretion when handling confidential client information.

Nice To Haves

Deep expertise in customer relationship management strategies and client retention initiatives.
Experience scaling client services teams and processes in a high-growth or entrepreneurial environment.
Proven ability to lead, motivate, and develop high-performing teams in a fast-paced, evolving organization.
Experience designing and implementing service offerings, workflows, and operational best practices.
Familiarity with PBM operations, self-funded employer plans, and healthcare benefit structures.

Responsibilities

Leads, coaches, and develops a team of Strategic Client Account Managers and Client Executives to drive account retention, client satisfaction, and performance against key metrics.
Establishes clear performance expectations and conducts regular one-on-ones, performance evaluations, and professional development planning.
Designs, implements, and maintains performance scorecards and KPIs to measure team effectiveness, client health, and service outcomes.
Oversees key client relationships and serves as an escalation point for complex client issues, ensuring timely, professional, and effective resolution.
Partners with cross-functional leaders to support client onboarding, implementations, renewals, and ongoing account management.
Develops, documents, and continuously improves Client Services policies, workflows, and procedures based on root cause analysis and operational insights.
Analyzes trends in client feedback, escalations, and performance data to identify risks, opportunities, and improvement initiatives.
Collaborates with senior leadership to define and execute strategies that increase client satisfaction, retention, and long-term partnership value.
Supports executive-level client meetings, presentations, renewals, and business development efforts as needed.
Ensures consistent, high-quality client communication and service delivery across all accounts.
Participates in continuous improvement initiatives to support scalability, operational efficiency, and service excellence.
Performs other duties as assigned; this role may evolve as the organization continues to grow and scale.