VP of Client Success

Position Summary

Gifthealth is looking for a Vice President of Client Success to take executive ownership of key client relationships and guide the overall success of strategic pharmacy and patient-support programs. In this role, you will oversee a team of Directors of Client Success and help ensure that each program performs reliably throughout the prescription journey, from intake through delivery and adherence.

This leader will not manage day-to-day operations directly. Those responsibilities sit with the patient experience team. Instead, this role works closely with that group to convert client expectations into operational priorities, highlight performance trends, and strengthen long-term partnerships. The ideal candidate is equally effective in senior executive discussions and cross-functional working sessions, with the ability to interpret both client dynamics and program data quickly and accurately.

Key Responsibilities

• Own senior-level relationships for strategic client programs, earning trust with client executives, understanding their business priorities, and positioning Gifthealth as a trusted partner for renewals, escalations, and growth discussions.
• Coach and lead Directors of Client Success who are responsible for QBR delivery, reporting, and day-to-day client communication, while establishing a high standard for accountability, responsiveness, and service quality.
• Keep an active pulse on account health across multiple programs, working with the patient experience team to identify risks early, address issues proactively, and sustain strong client outcomes.
• Act as the key link between client-facing teams and patient experience operations by translating client commitments into clear operational needs and sharing operational insights back with clients in a confident, value-building way.
• Oversee the quality and consistency of quarterly business reviews, helping shape QBR structure, storyline, and data-backed recommendations, and representing Gifthealth as a senior voice in strategic reviews.
• Work alongside commercial leadership on renewal planning and expansion opportunities, identifying where Gifthealth can deepen its role within client programs.
• Bring the voice of the client into internal discussions, using client feedback and program data to influence product, operations, and technology priorities in a practical and actionable manner.

Qualifications

• A bachelor’s degree or an equivalent combination of education and experience is required.
• At least 10 years of experience in client success, account management, or healthcare program partnerships, including 3 or more years in a VP, senior director, or similar leadership capacity.
• Proven success managing and expanding strategic client relationships at the VP or C-suite level.
• Experience leading or developing Directors or other senior client success professionals.
• Capability to oversee performance across multiple client accounts at once.
• Strong executive-level communication, presentation, and relationship management skills.
• Preferred background in specialty pharmacy, hub services, pharma manufacturer programs, or patient support services.
• Familiarity with QBR preparation, account health scoring, and client success metrics such as NPS, renewal rates, and time-to-value.
• Comfort working with reporting and analytics tools such as Salesforce, Metabase, or Tableau.
• Demonstrated ability to lead through influence across teams, including operational groups outside your direct reporting structure.
• Solid understanding of healthcare program operations, especially specialty pharmacy, hub services, and patient support programs.
• Excellent leadership, communication, and data-informed decision-making abilities.

Desired Attributes

• Builds a sense of importance around client relationships and consistently follows through to make that experience real.
• Creates partnerships that remain strong through difficult periods and grow stronger in successful ones.
• Develops Directors by giving them meaningful ownership while remaining available as support when needed.
• Leads effectively through influence, recognizing that operational trust must be earned.
• Brings structure and clarity to uncertain situations and can communicate effectively with both pharma manufacturers and pharmacy operators.
• Introduces process and organization without unnecessary bureaucracy and is comfortable moving ahead before every detail is finalized.

Work Environment

• This is a remote, full-time position.
• The role may require availability outside normal business hours for executive conversations or urgent client escalations.
• Regular collaboration is expected with Client Success Directors, patient experience leadership, the commercial team, and senior leadership.

Key Essential Functions

• Ability to perform sedentary office work for extended periods, including ongoing use of a computer and telephone.
• Ability to travel to client locations and internal meetings when required.
• Ability to communicate clearly and effectively in both spoken and written formats across all levels of the organization.

Employment Classification

Full-time, exempt role.

Equal Employment Opportunity

Gifthealth provides equal employment opportunity and does not tolerate discrimination or harassment of any kind. Hiring 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 status protected by law.

Disclaimer

This description is meant to summarize the general nature and level of the role. It is not a complete list of every duty, responsibility, or skill that may be required. The company may update duties or the job description at any time.

Compensation

The expected salary range is $180,000 to $230,000.