Director, Client Success

Director, Client Success

Location: Flexible / Remote

Employment Type: Full-Time (Exempt)

Salary Range: $115K-$145K+ annually (based on skills/experience)

Availability: Arizona Business Hours preferable but not required

About the Role

PBMSource is seeking an experienced, relationship-focused Director, Client Success to lead client engagement, retention, onboarding, satisfaction, and account growth initiatives across our client base.

This role serves as a strategic partner and trusted advisor to our clients, ensuring they receive exceptional value from PBMSource solutions. The ideal candidate excels at building long-term relationships, driving client satisfaction, leading implementations, managing complex client needs, and collaborating across teams to deliver outstanding outcomes.

Key Responsibilities

• Serve as the primary point of contact and trusted advisor for clients
• Build and maintain strong relationships with stakeholders and key users
• Lead client onboarding, implementation, and adoption initiatives
• Conduct business reviews and client success meetings
• Monitor account health, engagement, satisfaction, and retention metrics
• Proactively identify and address client risks, concerns, and opportunities
• Manage and resolve client escalations through cross-functional collaboration
• Gather and communicate client feedback to Product and Leadership teams
• Deliver client training, educational sessions, and product demonstrations
• Identify opportunities for clients to leverage additional PBMSource products and services
• Represent PBMSource at conferences, industry events, webinars, and client meetings
• Contribute to continuous improvement initiatives that enhance the client experience

Qualifications

Education: Bachelor’s degree in Business Administration, Communications, Marketing, Healthcare Administration, or a related field, or equivalent combination of education and professional experience.

Preferred Skills and Competencies

• 8+ years of experience in PBM, Client Success, Account Management, Consulting, Healthcare, Technology, Compliance, or a related field
• Demonstrated success managing client relationships and driving client retention
• Experience leading client onboarding, implementations, training, or customer adoption initiatives
• Experience managing complex client issues and escalations
• Exceptional communication, presentation, and relationship-building skills
• Strong project management and organizational abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong analytical and problem-solving skills
• Leadership, coaching, or mentoring experience
• Experience working with CRM platforms and customer success tools
• Ability to work independently in a remote environment

What We Offer

• Meaningful impact on client success and company growth
• Opportunity to work directly with executive leadership
• High-impact work shaping national regulatory intelligence and client guidance
• Opportunity to work at the forefront of PBM and pharmacy regulatory compliance
• Collaborative, fast paced, and entrepreneurial environment
• Competitive compensation

About Us

PBMSource helps organizations stay ahead of PBM compliance requirements across every jurisdiction and line of business. We track, summarize, and deliver new laws, regulations, and guidance affecting the pharmacy benefits industry – so your team doesn't have to. Our platform brings compliance tracking, documentation, and deadline management into one place, with automated alerts and built-in team collaboration.

PBMSource pairs a dedicated compliance team with purpose-built tools for the PBM industry. Our current products include:

• ComplianceSource – New and amended laws, regulations, and sub-regulatory guidance specific to the PBM industry, automatically uploaded to your dashboard with inbox alerts and deadline reminders. Track, document, and collaborate with your team on one unified platform.
• ProposedSource – Tracks proposed bills and regulations affecting the PBM industry that are still moving through the legislative or regulatory process, with alerts as items advance.
• ReSource – Law guides covering key PBM topics such as Spread Pricing, Rebate Pass-Through, Steerage and Parity, Minimum Pharmacy Reimbursement, Drug Pricing/MAC Lists, Effective Rate Guarantees, PBM Fiduciary Duties, Pharmacy Audits and Recoupments, Pharmacy Transaction Fees, Any Willing Provider, Gag Clause, POS Rebates, Prompt Pay, and more. Filter by topic or jurisdiction to support compliance and manage new business opportunities.
• LicenseSource + ReportSource – A centralized solution for managing PBM licensing and reporting obligations. LicenseSource provides the information and tools to assess, obtain, and maintain the licensure required to perform PBM services. ReportSource identifies the reporting obligations PBMs owe to government agencies in connection with those services.

PBMSource is committed to continuous innovation – expanding our products, content, and services to meet the evolving needs of our customers. Coming soon, we’re introducing a new suite of consulting solutions designed to extend our partnership even further:

• Compliance Support – Serving as an extension of your compliance team, providing hands-on expertise exactly where you need it.
• Regulatory Affairs Support – Helping you navigate regulatory examinations with confidence and clarity.
• Licensing & Reporting Services – Helping you manage your regulatory filings, with precision and peace of mind.

Send resume to [email protected] .

Direct applicants only.