It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
The Senior Director, Client Success is responsible for leading the strategic client success function, with aprimary focus on client satisfaction, retention, and renewals across LucyRx’s portfolio. This role serves as a senior advisor to key clients and internal leadership, ensuring that client relationships are strong, value is clearly demonstrated, and renewal outcomes are achieved. Unlike operational leadership roles, this position is focused on executive client engagement, account strategy, and performance outcomes, while building organizational capability through leadership development, succession planning, and accountability for portfolio-wide client outcomes.
Role And Responsibilities
Client Strategy & Executive Engagement
Establish governance and escalation frameworks that enable Account Executives to independently manage client relationships.
Build and maintain C-suite and senior stakeholder relationships across clients, consultants, and brokers
Lead executive-level discussions on:
Performance outcomes
Strategic initiatives
Cost management and value realization
Serve as a trusted advisor, aligning LucyRx solutions to client business priorities and healthcare objectives
Retention & Renewal Ownership
Accountable for overall portfolio retention, growth, profitability, and client health.
Partner with Sales and Account Executives to develop and execute renewal plans and timelines
Identify risks early and implement mitigation strategies to improve retention outcomes
Oversee team renewal negotiations for strategic or at-risk accounts
Ensure consistent articulation of LucyRx value proposition and ROI
Client Satisfaction & Experience
Establish and oversee a client experience strategy focused on satisfaction, engagement, and long-term partnerships
Monitor and act on key satisfaction indicators (e.g., NPS, client feedback, service concerns)
Ensure a consistent, high-quality client experience across all touchpoints
Ensure escalation management processes are effective and consistently executed by Account Executives and leadership team members.
Leadership Development & Organizational Capability
Develop leaders who can independently manage client relationships, strategic initiatives, and business outcomes with minimal executive intervention.
Develop future leaders capable of assuming Director-level responsibilities.
Set clear expectations for:
Client engagement standards
Strategic account planning
Renewal readiness and execution
Coach team members on executive presence, consultative approach, and value articulation
Drive accountability for retention, satisfaction, and growth targets
Build succession plans and talent development programs.
Foster a high-performance, client-centric culture.
Strategic Account Planning & Growth
Oversee development and execution of account strategies and business plans
Identify opportunities for client growth, expansion, and deeper partnership
Partner closely with Sales on:
Upsell and cross-sell opportunities
Market positioning
Competitive strategy
Organizational Performance & Accountability
Establish measurable performance standards for Account Executives and client portfolios.
Conduct regular performance reviews against retention, growth, client satisfaction, and strategic planning metrics.
Address performance gaps through coaching, corrective action, and development plans.
Ensure consistent execution of account management processes and best practices.
Hold leaders accountable for outcomes rather than activity.
Cross-Functional Collaboration (Non-Operational Oversight)
Partner with Operations, Clinical, Product, and Finance teams to ensure client needs are understood and addressed
Represent the voice of the client in internal discussions and decision-making
Influence internal priorities based on client feedback, trends, and needs
Ensure alignment across…