Senior Vice President, Customer Success

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company.  Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service.  With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
• Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
• Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.

Job Summary:

The Customer Success organization helps SmithRx’s clients derive the full value of their PBM services. We build and manage effective relationships with customers’ leadership, communicating the value of our services in the context of customers’ business objectives with the goal of retaining high performing, satisfied customers. We identify risks to client satisfaction proactively and collaborate across product and operational lines to tenaciously pursue solutions and advocate for our clients.

As the SVP of Customer Success, you will be responsible for ensuring the complete post-sale success and satisfaction of SmithRx customers. You will bring strong industry and product knowledge and serve as a trusted advisor and business partner for our client’s leadership. The Customer Success organization begins involvement with their clients at implementation kick-off and develops and maintains the client success plan, orchestrating the involvement of additional SmithRx teams to ensure the client is achieving its stated business goals.

What you will do:

Client Management

• Accountable for customer satisfaction and client retention across our book of business, including managing financial and operational performance to client contract performance guarantees
• Maintain a comprehensive understanding of business challenges faced by customers
• Manage client relationship post sale, including through renewal and long-term partnership, building trusting relationships with client senior leadership
• Oversee and support client contract renewal and negotiation
• Work with customer success teams to understand/interpret client needs, ensure overall client expectations are met and surpassed, develop account relationships to supplement relationships at the business unit and account management levels
• Be the voice of the clients within SmithRx
• Assess and prioritize issues that may lead to client attrition risk and ensure a strong mitigation plan is in place
• Anticipates industry trends in client expectations and competitive landscape to develop innovative client management strategies that ensure SmithRx's competitive advantage

Team Leadership

• Responsible for overall leadership of Account Management team, including hiring, training, mentoring, providing continuous feedback and conducting performance evaluations with direct reports
• Manages departmental budget and headcount with a focus on service delivery while driving efficiency 
• Develops and implements company-wide client experience strategies that drive organizational growth, inform product roadmap decisions, and position SmithRx as the market leader in client satisfaction and retention
• Ensure career development plans are in place and are continuously reviewed.
• Align departmental attributes with current and future business needs

Cross-Functional Engagement

• Partners with leaders across Sales, Product, Operations, and Strategy to align client outcomes with corporate strategic objectives and drive enterprise-wide decisions based on client insights
• Support sales in proposal responses and finalist meetings, representing the SmithRx value proposition and approach 
• Manage cross-functional issue resolution for client escalations, ensuring internal and external teams are coordinated as necessary
• Identify product gaps, collaborate on product development and manage client expectations
• Support strategic relationships with healthcare consultants in service of business development and client retention efforts

What you will bring to SmithRx:

• Bachelor’s degree required
• 15+ years experience in progressive leadership roles
• Experience managing large, remote teams
• PBM experience with owning and managing Enterprise-level client accounts
• Exceptional executive-level communication and interpersonal skills with the ability to effectively navigate and mediate conflict and foster honest dialogue via face-to-face meetings, conference calls and written correspondence
• Contract negotiation experience driving ROI positive outcomes
• Experience working with healthcare consultants and understanding their role in PBM client relationships
• Self-starter mentality - ability to make informed decisions, find creative approaches to difficult challenges, and deliver on commitments
• Execution-focused ethos - you are a solutions-oriented problem solver and efficiency driven
• Flexible, adaptable, and able to respond under the pressure of a fast-paced technology company
• Ability to work independently as well as part of an extended, cross-functional team
• Conflict resolution skills
• Empathetic communicator with a consultative approach, able to see things from another person's point of view
• Up to 30-40% travel may be required.

What SmithRx Offers You: 

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits 
• 401(k) Retirement Savings Program 
• Short-term and long-term disability
• Discretionary Paid Time Off 
• 12 Paid Holidays
• Wellness Benefits
• Commuter Benefits 
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities