From intake to outcomes, CareMetx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best-in-class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time-to-therapy.

Job Title: Director, Client Success

POSITION SUMMARY:

The Director, Client Success, reporting to the SVP, Account Management, serves as the primary strategic relationship owner for all assigned pharma manufacturer accounts and is the senior liaison between the organization and its HUB services partners, specialty pharmacies, and key brand stakeholders. This role operates at the executive level inside manufacturer brand teams—owning the strategic relationship end-to-end, identifying and acting on growth opportunities, and proactively identifying and mitigating risk. In addition to managing and cultivating client relationships, this leader defines the future state of patient services delivery for their respective HUB programs, influences enterprise investment decisions, and ensures that internal cross-functional stakeholders are meeting execution and delivery requirements to support complex, high-stakes product portfolios—including new launches and product transitions. 

PRIMARY DUTIES AND RESPONSIBILITIES:

Executive Level Client Ownership & Relationship Cultivation

• Serve as the primary strategic relationship owner and trusted advisor for all assigned manufacturer accounts and programs.
• Build and maintain relationships across multiple levels within the manufacturer: Commercial, Market Access, Medical Affairs, Marketing, and Finance.
• Lead all quarterly business reviews, strategic planning sessions, and executive touchpoints.
• Attend in-person client meetings, National Sales Meetings, and industry conferences.
• Host client dinners and/or educational events and networking opportunities.
• Act as connector for executive points of contact to others across the industry and CareMetx subject matter experts.

Strategic Account Management

• Serve as the primary point of contact and escalation point across a portfolio of 1–5 pharma manufacturer clients.
• Develop and manage HUB client portfolio strategy and roadmap, aligning our suite of products and services with brand and patient access goals.
• Partner cross-functionally with Operations, Technology/Product, Sales/Marketing, Legal, Compliance, and Finance to align HUB services execution and delivery with overall program strategy.
• Represent the manufacturer’s interests and voice internally, ensuring CareMetx delivers against commitments and brand team expectations.
• Oversee budgeting, forecasting, and financial analysis in partnership with Finance.
• Lead contract negotiations, renewals, and expansion SOWs.
• Responsible for regular client health updates and presentations to the ELT.
• Proactively identify risk, develop mitigation plans, and own pull-through on resolution.

Client Delivery & Program Success

• Partner closely with Operations teams to ensure all program SLAs, KPIs, and delivery deadlines are being met.
• Partner with internal stakeholders and cross-functional teams to identify gaps in the patient journey and drive continuous improvement initiatives that reduce time to access.
• Support audits and corrective action planning in partnership with Quality, Compliance, and Operations.
• Define reporting requirements and oversee development of dashboards and performance reports for internal stakeholders and senior leadership.
• Leverage HUB data and market analytics to inform patient access strategy, identify barriers, and drive program optimization.
• Present program performance, trends, and strategic recommendations to executive leadership on a regular basis.
• Support client implementations for new launches, special projects, and enhancements.

Growth & Expansion

• Continuously map the client’s commercial landscape to identify where CareMetx can expand scope, deepen integration, or bring new value.
• Develop and manage account growth plans—tracking whitespace, contract renewal timelines, and competitive exposure.
• Bring proactive recommendations to the manufacturer: new program configurations, technology products and enhancements, benchmark data, and patient journey insights.
• Partner with Sales to present new brand launches, transitions/conversions, redesigns, technology migrations, or service expansions.
• Collaborate with Operations and Sales to develop annual account plans with expansion roadmaps.
• Performs other related duties as assigned.

Qualifications

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Bachelor’s degree required; advanced degree (MBA, MPH, PharmD, or equivalent) strongly preferred.
• 5–8 years of pharmaceutical/biotech industry experience, with a minimum of 2 years in senior leadership roles spanning HUB services, patient services, market access, or specialty channel strategy.
• Expertise in the U.S. access and reimbursement landscape—including Commercial, Medicare Part B/D, Medicaid, Specialty Pharmacy, and Patient Assistance Program design.
• Proven experience leading enterprise vendor governance, strategic partnerships, and large-scale contract negotiations.
• Executive presence with the ability to influence and align senior leadership, commercial teams, and board-level stakeholders.
• Proven ability to lead cross-functional projects and influence without direct authority.
• Experience with CRM platforms.
• Experience with Business Intelligence software.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Strong analytical skills with the ability to synthesize data into actionable insights.
• Excellent communication, presentation, and negotiation skills.
• Problem-solving, solutions-focused mindset.
• Ability to communicate effectively through verbal, written, and executive presentation formats.
• Must have demonstrated leadership and organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to drive strategic partnerships by relating to client needs and producing creative, innovative solutions.
• Must be able to work as an effective leader and collaborative team member across all levels of the organization.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to remain seated in a stationary position for prolonged periods.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and carrying a laptop) may be required.
• Good manual dexterity required to use common office equipment (e.g., computers, laptop, and mobile devices).

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Schedule:

• Must be flexible on schedule and hours.
• Overnight business travel required up to 35% of the time for client visits, industry conferences, and internal meetings.

CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.

At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.

CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.