VP of Client Success

Job Description

Job Description

Description:

Position Summary

We are seeking a VP of Client Success to serve as the executive owner of Gifthealth’s client relationships. This position plays a key role in the Client Success organization, holding strategic program-level relationships with pharma manufacturer clients, leading a team of Directors of Client Success, and ensuring every program runs smoothly across the full prescription journey from intake to delivery and adherence.

This role does not run operations directly. The patient experience team owns program operations; the VP of Client Success partners tightly with that team to translate client expectations into operational priorities and to surface performance insights that strengthen the relationship. This leader is equally comfortable in a C-suite conversation and a cross-functional planning meeting, and can read a room and a program dashboard with the same confidence.

Key Responsibilities

• Client Relationship Ownership: Serve as the senior Gifthealth relationship owner for key client programs. Build trust with client executives, understand their strategic goals, and ensure Gifthealth is positioned as an indispensable partner. Own escalations, renewals, and expansion conversations at the relationship level.
• Director Oversight and Team Leadership: Lead and develop a team of Directors of Client Success who own QBR execution, program reporting, and day-to-day client engagement. Set the standard for client interaction quality, ensure Directors have the tools and context they need to perform, and create a culture of accountability and care.
• Program Health and Performance: Maintain a clear view of program health across all client accounts. Partner with the patient experience team to identify risks early, resolve issues proactively, and ensure program performance meets or exceeds client expectations.
• Cross-Functional Alignment with Patient Experience: Serve as the primary bridge between client-facing work and the patient experience operations team. Translate client commitments into operational requirements and bring operational insights back to clients in a way that builds confidence.
• QBR Strategy and Oversight: Ensure quarterly business reviews are executed at a high standard across all client programs. Work with Directors to develop QBR frameworks, narrative arcs, and data-backed insights. Participate in strategic QBRs as the senior executive voice.
• Renewal and Expansion: Partner with commercial leadership on renewal strategy and expansion opportunities. Identify where Gifthealth can grow its footprint within client programs and make the case compellingly.
• Voice of the Client Internally: Represent client needs and program realities in internal forums. Influence product, operations, and technology priorities by surfacing client feedback and program data in a structured, actionable way.

Qualifications

• Education: Bachelor’s degree or equivalent experience required.
• Experience: 10+ years of experience in client success, account management, or healthcare program partnerships, including 3+ years in a VP, senior director, or equivalent leadership role.
• Skills (Required): Demonstrated track record of owning and growing strategic client relationships at the VP or C-suite level; experience managing or developing Directors or senior-level client success professionals; ability to oversee program performance across multiple accounts simultaneously; strong executive communication and presentation skills.
• Skills (Preferred): Experience in specialty pharmacy, hub services, pharma manufacturer programs, or patient support services; familiarity with QBR development, account health scoring, and client success metrics (NPS, renewal rates, time-to-value); comfort with data and reporting tools such as Salesforce, Metabase, or Tableau.
• Proven ability to lead teams and drive performance across cross-functional groups, including operations teams not in the direct reporting line.
• Strong understanding of healthcare program operations, specifically specialty pharmacy, hub services, and patient support programs.
• Excellent leadership, communication, and data-driven decision-making skills.

Desired Attributes

• Makes clients feel like the most important relationship in the room, then goes and makes it true.
• Builds partnerships that survive rough quarters and grow through good ones.
• Develops Directors by trusting them with real ownership, then shows up as backup when it matters.
• Comfortable leading through influence rather than authority; operational trust is built, not assumed.
• Brings strategic clarity to ambiguous situations; speaks the language of pharma manufacturers and pharmacy operators alike.
• Builds process and structure without bureaucracy; comfortable acting before everything is fully defined.

Work Environment

• Location: Remote
• Schedule: Full-time.
• May require availability for client escalations or executive conversations outside standard hours.
• Regular meetings with Client Success Directors, patient experience leadership, commercial team, and senior leadership to ensure alignment.

Key Essential Functions

• Must be able to perform sedentary office work for extended periods, including sustained use of a computer and telephone.
• Must be able to travel to client sites and internal meetings as required by the role.
• Must be able to communicate effectively verbally and in writing across multiple organizational levels.

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.