Manager, Client Success

From intake to outcomes, CareMetx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best-in-class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time-to-therapy.

Job Title: Manager, Client Success

POSITION SUMMARY:

The Manager, Client Success serves as the day-to-day relationship owner for an assigned portfolio of small- to mid-tier pharma manufacturer accounts and is a key liaison between the organization and its HUB services partners, specialty pharmacies, and brand stakeholders. This role manages the operational and tactical elements of the client relationship, ensures program SLAs and KPIs are met, supports client delivery and reporting needs, and identifies and escalates risks and growth opportunities to leadership. This role reports to the SVP, Client Success and requires up to 15% travel.

PRIMARY DUTIES AND RESPONSIBILITIES:

Client Relationship Management

• Serve as the day-to-day point of contact for an assigned portfolio of manufacturer accounts and programs.
• Build and maintain working relationships with client stakeholders across Commercial, Market Access, and Operations functions.
• Support and help facilitate quarterly business reviews and client touchpoints.
• Attend client meetings and industry conferences as needed.
• Escalate executive-level relationship needs and risks to the SVP, Client Success.

Account Management

• Serve as the primary point of contact for day-to-day inquiries and issue resolution across a portfolio of pharma manufacturer clients.
• Support execution of the HUB client portfolio strategy and roadmap.
• Partner cross-functionally with Operations, Technology/Product, and Compliance to ensure HUB services execution and delivery align with program requirements.
• Represent the manufacturer's day-to-day needs internally, ensuring CareMetx delivers against operational commitments.
• Support budgeting and forecasting activities in partnership with Finance.
• Assist with contract renewals and expansion SOW documentation.
• Provide regular client health updates to the SVP, Client Success.
• Identify and escalate risk, and support the development and execution of mitigation plans.

Client Delivery & Program Success

• Monitor program SLAs, KPIs, and delivery deadlines in partnership with Operations.
• Identify gaps in the patient journey and support continuous improvement initiatives that reduce time to access.
• Support audits and corrective action planning in partnership with Quality, Compliance, and Operations.
• Assist in developing dashboards and performance reports for internal stakeholders.
• Use HUB data and reporting to track program performance, flag barriers, and support optimization efforts.
• Present program performance updates to internal leadership as needed.
• Support client implementations for new launches, special projects, and enhancements.

Growth & Expansion Support

• Identify potential expansion opportunities within assigned accounts and share with the SVP, Client Success.
• Track contract renewal timelines and support annual account planning.
• Assist in preparing materials for new program configurations, technology enhancements, and service expansions.
• Partner with Sales and Account leadership on brand launches, transitions, and conversions as needed.
• Performs other related duties as assigned.

Qualifications

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Bachelor's degree required.
• 5+ years of pharmaceutical/biotech industry experience, ideally within HUB services, patient services, market access, or specialty channel strategy.
• Working knowledge of the U.S. access and reimbursement landscape—including Commercial, Medicare Part B/D, Medicaid, Specialty Pharmacy, and Patient Assistance Program design.
• Experience supporting client relationships or account management functions.
• Experience with CRM platforms preferred.
• Experience with Business Intelligence software a plus.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Strong analytical and problem-solving skills with the ability to synthesize data into actionable insights.
• Excellent written, verbal, and presentation communication skills.
• Customer-service orientation with a proactive, solutions-focused mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Detail-oriented with strong organizational skills.
• Must be able to work as an effective and collaborative team member across all levels of the organization.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to remain seated in a stationary position for prolonged periods.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and carrying a laptop) may be required.
• Good manual dexterity required to use common office equipment (e.g., computers, laptop, and mobile devices).
• Overnight business travel required up to 15% of the time for client visits, industry conferences, and internal meetings.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Schedule

• Must be flexible on schedule and hours.
• Up to 15% travel may be required for client visits, industry conferences, and internal meetings.

CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.

At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.

CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.

Artificial Intelligence in Our Recruiting and Employment Process

CareMetx uses artificial intelligence and automated decision-making technology to support parts of our recruiting, hiring, and employment process, including screening applications, scheduling interviews, and evaluating candidate qualifications. These tools support, not replace, human judgment. A qualified member of our team reviews and makes all final hiring and employment decisions.

CareMetx does not develop or use AI tools with the intent to discriminate against applicants or employees on the basis of race, color, religion, sex, age, sexual orientation, national origin, disability, veteran status, or any other protected characteristic.