Client Success Manager

Pharmaceutical Strategies Group LLC

5h•$100,000 - $140,000•Remote

About The Position

PSG, an EPIC-owned company, helps clients manage complex drug-management challenges through pharmacy intelligence and technology. Artemetrx is PSG’s data and analytics platform for delivering financial and clinical results. The Client Success Manager is the operational owner of assigned client relationships, connecting client priorities with the appropriate PSG resources and ensuring commitments are communicated, coordinated, and completed. In collaboration with the lead consultant, this role provides continuity across client communication, account operations, platform utilization, and cross-functional delivery. The consultant leads strategy, clinical recommendations, and consulting engagements. The position is 100% remote and open to candidates residing in the United States. Travel to client sites may be required, up to 25% as needed. The base salary range is $100,000–$140,000, and the role may also be eligible for bonuses and a comprehensive benefits package.

Requirements

Bachelor’s degree in business administration, healthcare, analytics, or a related field, or an equivalent combination of education and relevant experience.
Three or more years of experience in PBM, health plan, healthcare consulting, client management, customer success, or business-to-business technology services.
Demonstrated ability to manage client relationships, competing priorities, action items, risks, and deliverables with strong attention to follow-through.
Strong written, verbal, presentation, meeting facilitation, and executive communication skills.
Ability to interpret contracts, reports, utilization measures, service metrics, financial information, and client trends and translate them into clear actions.
Proficiency with Microsoft Excel, Outlook, Word, PowerPoint, and client or project management systems.
Ability to collaborate effectively across consulting, clinical, product, data, analytics, finance, contracting, and technical teams without direct authority over each workstream.
Ability to travel up to 25% as needed.

Nice To Haves

Experience with Salesforce, Harvest, ticketing systems, or similar platforms.
Working knowledge of pharmacy benefits, healthcare data and analytics, or SaaS platform operations.

Responsibilities

Partner with the lead consultant and align before communicating material recommendations, commitments, scope changes, or sensitive commercial matters.
Establish and manage client communication and meeting cadence, including agendas, preparation, facilitation, notes, collateral, action items, decisions, and follow-up.
Provide timely, accurate, proactive status updates about deliverables, support activity, risks, dependencies, delays, and completion.
Coordinate client needs across Consulting, Product, Data, Clinical, Analytics, Finance, Contracting, and other teams; confirm ownership, next steps, due dates, and completion.
Maintain current Salesforce account and project records, including contacts, milestones, client health, risks, commitments, utilization, contract details, and renewal status.
Monitor project plans, service-level agreements, performance guarantees, contractual deliverables, platform access, user counts, membership thresholds, and other account obligations; promptly escalate risks.
Steward client hours and utilization by confirming Harvest project setup, reviewing billable status and hours against contractual allocations, and addressing potential overages, underutilization, or misalignment.
Support invoice accuracy by validating account information, statements of work and orders, rates, membership or user counts, and alignment among delivered services, contract terms, Salesforce, Harvest, and Finance processes.
Coordinate renewal planning and execution, including timelines, internal alignment, client communication, signatures, approvals, purchase-order needs, effective dates, execution risks, and operational updates.
Maintain awareness of implementations, configurations, data processing, technical issues, product enhancements, support tickets, and data investigations to communicate client impact and coordinate next steps.
Review platform utilization and client needs to expand adoption and value through training, enablement, best-practice sharing, product education, and appropriate service recommendations.
Identify client satisfaction, retention, growth, and relationship risks; communicate material feedback to leadership and coordinate corrective actions.
Support business reviews, sales and best-and-final activities, scope development, and client presentations as appropriate while presenting a consistent PSG position.
Travel to client sites as needed and perform other duties as assigned.