Director of Client Success

Gifthealth Inc • Columbus, OH

21h • Hybrid

About The Position

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

We are seeking a Director of Client Success to serve as the primary relationship owner for Gifthealth’s pharma manufacturer clients, acting as the main point of contact for strategic alignment, communication, and escalation management. Reporting to the VP of Client Success, this role bridges client needs and internal execution by surfacing client context to the Product Manager’s prioritization process, contributing to solution design, and ensuring program performance meets client expectations. The Director leads a team of direct reports, typically a Client Success Manager and an Operations Manager, with team size scaling to program volume. This is a critical hire as Gifthealth’s Client Success organization evolves from legacy account structures into a new model, and the Director will be instrumental in defining what excellent client partnership looks like in practice.

Requirements

• 5+ years in client success, account management, or client-facing program management (Required)
• 2+ years managing direct reports (Required)
• Deep knowledge of pharma manufacturer client relationships, specialty pharmacy or hub services operations, and client success methodology in a matrixed environment (Required)
• Strong client relationship management, escalation management, and executive-level written and verbal communication skills (Required)
• Ability to navigate ambiguity, manage competing priorities, and translate client context into actionable product feedback; able to influence without direct authority over shared services (Required)

Nice To Haves

• Experience in specialty pharmacy, pharma manufacturer services, hub services, or healthcare technology (Preferred)
• Prior experience managing pharma manufacturer relationships at the brand team or senior director level (Preferred)
• Knowledge of direct-to-patient program delivery, specialty pharma reimbursement, or comparable single-partner platform experience (Preferred)
• Strategic thinking across a multi-program client portfolio; ability to quickly onboard to a new organizational structure and help define new ways of working (Preferred)

Responsibilities

• Own primary pharma manufacturer client relationships, serving as the main point of contact for strategic alignment, communication, and long-term trust-building across all assigned programs
• Lead escalation management by triaging, owning, and resolving client issues; engage Product, Engineering, or Operations as needed and participate directly on client calls rather than relaying status
• Surface client needs to the Product Manager and attend client scoping sessions to ensure the prioritization process reflects client context; contribute to solution design in partnership with Product
• Align with clients on scope, strategic priorities, and program performance; set and manage client expectations across all active programs to ensure consistent delivery against commitments
• Lead and develop direct reports, including a Client Success Manager focused on account health and program monitoring and an Operations Manager focused on day-to-day program operations; team size scales with program volume
• Collaborate closely with the Project Manager on delivery coordination and cost transparency; partner with Engineering, Pharmacy Dispensing Operations, Patient Experience, and Data teams to ensure seamless program execution

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed