Director of Client Solutions

Who you are

• This is a role for someone who wants to do consequential work and build the function that delivers it
• 10 to 12+ years of experience in SaaS delivery, customer success, account management, or strategic consulting
• Proven track record leading complex, multi-workstream engagements for enterprise clients
• Experience owning portfolio-level outcomes: retention, renewal, and expansion targets across a book of business
• A people leader at heart: you've directly managed and developed client-facing team members, with a track record of growing people into bigger roles
• Strong executive presence, and you are comfortable advising and presenting to C-suite leadership and can hold a room
• Comfortable and energized staying hands-on, both internally and externally (whether that's advising at the executive level or diving into the weeds with your team)
• Strong analytical judgment and value orientation. You can articulate a vision for the value our platform will add to our clients and their patients, and tell a clear story once the data is in
• Bias toward action and comfort with ambiguity. You don't need perfect information or a full playbook to move forward and make good decisions
• Experience in, or genuine interest in building expertise in, the rare disease and specialty pharma ecosystem, patient journey, and healthcare technology
• Comfortable with client travel, roughly 25% of the time in-person at client locations
• Direct experience in healthcare technology or life sciences services
• Experience building or maturing a client-facing function, including processes, playbooks, and hiring
• Able to hold your own in technical conversations about integrations and data flows; you don't need to build it, but you can pressure-test it

What the job involves

• Courier Health is at an inflection point
• We exist to get patients faster, better access to life-saving therapies, and the relationships we build with our life sciences clients are how that happens
• Our clients are biopharma companies running complex patient support programs, and our Client Solutions team is the partner those clients rely on when it matters
• As Director of Client Solutions, you will own a dedicated portfolio of accounts and manage the team built to serve them
• You are accountable for both as an integrated unit: setting the standard for how the team shows up, driving retention and growth across the book of business, and personally serving as the senior strategic partner for a set of our most important enterprise accounts
• You'll have real influence over how Courier Health serves its clients, how the Client Solutions practice scales, and ultimately, how many patients get the support they need
• Strategic ownership of flagship accounts. You will personally serve as the senior partner for a set of our most important clients. As a critical thought partner, you will advise VP and C-suite level stakeholders on their Patient Services and Field Access strategy. You are comfortable operating at the executive level and equally comfortable rolling up your sleeves to support specific workstreams and deliverables when the moment calls for it
• A high-performing Client Solutions team. You will lead, coach, and grow a team of Engagement Managers and Client Solution Associates. You set clear expectations, raise the bar on client work, and help each person sharpen their strategic instincts. You set the standard and coach the team to own it
• A portfolio that hits its goals. You own the long-term health of a book of business: retention, renewals, and expansion across your team’s accounts. You know where every relationship stands, where the risks are, and what the upside is, and you will partner with our commercial team to pursue it
• A smarter way to scale. You will build and define repeatable frameworks, processes, and best practices that let us deliver consistently as we scale. Your job is to find the right structures that create consistency without slowing things down. You know when to codify and when to stay flexible to deliver high-impact patient outcomes
• Internal client champions. You will work closely across all internal organizations, from Sales to Product to Engineering, to ensure your clients' needs are met. Your team will be the voice of the customer, sharing feedback and advocating for what will make their programs successful. You will help the organization navigate competing priorities and be a key voice in how Courier Health evolves its platform and service offering

Benefits

• Medical, dental, vision
• 401(k) match
• Unlimited PTO
• Paid parental leave
• Employee referral program
• Healthy lifestyle stipend