Senior Vice President, Customer Success

SVP of Customer Success

Employment Type: [Not Specified] Location Type: [Not Specified] Salary: [Not Specified]

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 on 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 relationships 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, and 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.
• Anticipate industry trends in client expectations and the competitive landscape to develop innovative client management strategies that ensure SmithRx's competitive advantage.

Team Leadership

• Responsible for overall leadership of the 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 im[Complete section missing]