VP of Client Success

Overview

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. Lead and develop a team of Directors of Client Success who own QBR execution, program reporting, and day-to-day client engagement. 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. Serve as the primary bridge between client-facing work and the patient experience operations team. Ensure quarterly business reviews are executed at a high standard across all client programs. Partner with commercial leadership on renewal strategy and expansion opportunities.

Responsibilities

• 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.
• Lead and develop a team of Directors of Client Success who own QBR execution, program reporting, and day-to-day client engagement.
• 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.
• Serve as the primary bridge between client-facing work and the patient experience operations team.
• Ensure quarterly business reviews are executed at a high standard across all client programs.
• Partner with commercial leadership on renewal strategy and expansion opportunities.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 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.
• 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.
• 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.