Vice President of Client Success

1 week ago

San Francisco, United States Phil Full time

Company Overview

Founded in 2015, PHIL is a Series D health-tech startup that is building a platform that interfaces between doctors, pharmacies, and patients to streamline the process of patients receiving prescriptions. This is a complex, archaic industry, and we've set out to change that.

PHIL’s B2B2C platform provides an end-to-end prescription management and delivery service. Our robust platform connects patients, prescribers, pharmacies, and manufacturers, enabling easy and affordable access to medicine. Through its digital stakeholder experiences, patient access services, market access solutions, and distribution models, pharma manufacturers can deliver affordable and timely therapy access to patients, resulting in more patients staying on their treatment plans longer. Consequently, pharma manufacturers are enabled for more innovation.

The team at PHIL is a group of like-minded individuals from varying backgrounds, passionate about creating a new and innovative healthcare platform that is focused on patient experience and overall human wellbeing. Ready to join our team of mission-driven, analytical, and passionate people? Keep reading

Position Overview

As the Vice President of Client Success, you will be responsible for leading and scaling our Client Success organization, ensuring our clients achieve optimal outcomes, and driving client retention, satisfaction, and growth. You will serve as a trusted strategic partner to our clients, guiding them through complex, customizable workflows and helping them achieve better business results. You will work closely with cross-functional teams including operations, marketing, product, and finance, to ensure alignment between client needs and company goals.

Responsibilities

  • Lead the strategic direction of the Client Success organization, ensuring clients achieve optimal outcomes and are engaged as long-term partners.

  • Build and maintain strong, trusted relationships with clients at all levels, positioning PHIL as a strategic advisor.

  • Tailor solutions and messaging to meet clients’ evolving needs, optimizing workflows and driving continuous improvement.

  • Act as a trusted advisor, helping clients navigate complex environments to achieve better business results.

  • Balance client outcomes with business priorities, including product roadmap, operational capacity, and revenue goals.

  • Leverage data and analytics to drive decision-making, measure success, and demonstrate value to clients.

  • Manage client retention and renewal efforts, identifying upsell and cross-sell opportunities to drive revenue growth within existing accounts.

  • Hire, mentor, and scale a high-performing Client Success team to deliver exceptional client experiences with limited resources.

  • Develop and implement efficient processes, templates, and best practices to streamline client interactions and internal collaboration.

  • Ensure alignment between the Client Success team and company objectives, balancing strategic planning with day-to-day tactical execution.

  • Collaborate with cross-functional teams (sales, operations, product, marketing, finance) to align client needs with business priorities.

  • Advocate for client feedback in product development and ensure that offerings are aligned with client expectations, while prioritizing allocated product roadmap appropriately to meet client needs.

  • Create and track key performance metrics to measure client success, set goals, and drive continuous improvement.

  • Drive the development of scalable processes to improve client engagement, retention, and satisfaction.

  • Ensure the Client Success function operates efficiently and effectively to meet business goals and support revenue growth.

Qualifications:

  • 5+ years of experience working in a Client Success function with at least 3 years leading a Client Success organization, demonstrating substantial influence and partnership over client decisions and strategy.

  • 3+ years of experience at a B2B enterprise startup that experienced significant growth.

  • Strong operator mentality with a “get it done” attitude; capable of balancing high-level strategic thinking with hands-on execution.

  • Deep fluency with data and analytics; comfortable using data to set goals, measure outcomes, and make informed decisions.

  • Strong understanding of financial statements and operational levers that impact business and client financial outcomes.

  • Proven ability to think creatively and problem-solve, finding innovative ways to address client challenges.

  • Excellent communication skills, both in tailoring messaging to different audiences and collaborating across internal teams.

  • Management consulting or similar experience, preferred.

  • Healthcare or pharma experience, a plus.

Benefits

  • Ground floor opportunity with one of the fastest-growing startups in health-tech

  • Fully remote working environment

  • Competitive compensation (commensurate with experience)

  • Full benefits (medical, dental, vision).

  • 401(k) contribution opportunity.

Phil Inc. is an equal-opportunity employer.

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