340B Director, Client Success

Job Title: 340B Director, Client Success

Location: Remote

Department: Client Success

Reports To: Division General Manager

Job Type: Full-Time, Exempt

Position Summary:

The 340B Director, Client Success directs and oversees the activities ensuring clients effectively leverage Pillr Health's products and services to achieve their business objectives. This role is responsible for developing strategies and processes that ensure client satisfaction throughout all phases of the client lifecycle, facilitates long-term relationships, and promotes client retention.  The 340B Director, Client Success monitors and improves training and onboarding processes to ensure smooth product adoption and client collaboration. Utilizes data insights and feedback mechanisms to identify and understand clients' needs and challenges.  Establish collaborative relationships with Sales, Product Development and other cross-functional areas to support client's needs.

Key Responsibilities:

• Client Partnership & Strategy: Develop deep relationships with key stakeholders to understand their business objectives, challenges, and program success requirements.

• Business Performance: Deliver measurable business value. Regularly review performance metrics with clients and recommend strategies to optimize program outcomes.

• Account Growth & Retention: Identify opportunities for account expansion through upselling and cross-selling. Lead renewal strategies and negotiations to ensure long-term partnerships.

• Client Advocacy: Champion the voice of the client internally, influencing product development, service enhancements, and strategic initiatives.

• Executive Reporting: Deliver regular business reviews and strategic updates to client executives, highlighting achievements, insights, and future opportunities.

• Leadership: Collaborate with support teams to ensure seamless delivery and continuous improvement of client experiences. Effectively lead and facilitate group discussions, coach, mentor, motivate, and engage others to align to a common goal. Identify and develop future organizational talent.

Qualifications:

• Bachelor's degree in business, healthcare, operations, or a related field (master's degree preferred).
• 5+ years of experience in client relationship management, account strategy, or client management in a software delivery model.
• Proven ability to manage enterprise clients and deliver business outcomes through technology.
• Advanced Excel skills, including V-Lookup, Pivot Tables, Charts & Graphs, Formulas, etc.
• Ability to manage and lead effectively during times of organizational change and transformation.
• Strong business acumen with the ability to link software capabilities to client KPIs and strategic goals.
• Excellent communication, presentation, and negotiation skills.
• Experience with CRM and analytics tools (e.g., Salesforce).

Preferred Attributes:

• 340B ACE certification.
• 2+ years of organizational leadership experience.
• Pharmacy experience preferred.
• Skilled in data reporting and interpretation.
• Understanding of hospital/pharmacy systems, workflows, prescribing, and revenue cycle.
• Willingness and ability to travel for client meetings.
• U.S. citizenship and compliance with hospital credentialing standards.

Success Metrics:

• Client retention and renewal rates
• Revenue growth within existing client relationships
• Client satisfaction improvement
• Effective management of client risks, escalations, and client health

What We Offer:

• Health insurance
• Flexible Spending Account (FSA)
• Dental and Vision insurance
• 401(k) retirement plan
• Paid time off