Director of Client Success
Who We Are:
NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.
Position Overview:
NFP Rx Solutions — the pharmacy benefit consulting arm of NFP — is one of the largest full-service pharmacy benefit consulting practices in the U.S. We deliver customized Rx solutions to self-funded employers, health plans, and coalition clients, combining contract negotiation, clinical expertise, and advanced analytics to meaningfully reduce pharmacy spend and improve member outcomes.
The Director of Client Success is a pivotal leadership role sitting at the intersection of strategy, service, and growth. This leader will shape how we scale a high-touch client and member experience across a rapidly expanding book of business, directly influence retention and revenue outcomes, and serve as the operational bridge that turns our product and clinical innovation into measurable client impact. The right candidate won’t just support the team — they will raise the bar on what best-in-class pharmacy benefit consulting looks like.
Principal Duties and Responsibilities / Essential Functions:
Client Success Leadership & Advisory
- Serve as the primary advisor to the Client Success team on all matters related to pharmacy benefit management, including plan design, formulary management, rebates, and clinical programs
- Guide the team on best practices for supporting clients and members across the full lifecycle
- Partner directly with clients, consultants, and brokers to resolve escalated issues with urgency and diplomacy, protecting long-term relationships and reinforcing client trust
Team Leadership & Measurable Outcomes
- Lead, develop, and retain a high-performing Client Success team — owning team structure, performance management, career development, and day-to-day coaching
- Drive measurable outcomes across the function, including client retention, net revenue retention, NPS/client satisfaction, time-to-resolution on escalations, and team engagement
- Establish clear success metrics and accountability frameworks that tie individual performance to team and business results
Strategic Growth & Revenue Impact
- Partner with Sales and Product to identify and support upsell and cross-sell opportunities within the existing client base, turning service excellence into revenue growth
- Influence the product roadmap by surfacing client insights, market feedback, and white-space opportunities that shape what we build next
- Represent Client Success in strategic planning conversations, ensuring the voice of the client is embedded in NFP Rx Solutions’ growth strategy
Operational Excellence & Efficiency
- Identify and champion opportunities for automation, process improvement, and other efficiencies within the Client Success function
- Oversee the development, maintenance, and continuous improvement of training materials to ensure team readiness and consistent client experiences
- Develop scalable playbooks and frameworks that reduce manual effort and elevate service quality as the business grows
Cross-Functional Partnership
- Work closely with the Product team — which owns all products and clinical programs — to build deep fluency in our offerings
- Partner with Product, Clinical Analytics, and other internal teams to create solutions for operationalizing new products and launching them successfully into the client-facing organization
- Translate product strategy into actionable rollout plans that equip the Client Success team to deliver
Technical & Industry Expertise
- Apply working knowledge of pharmacy claims processing to inform client conversations, troubleshoot issues, and shape operational solutions
- Stay current on PBM industry trends, regulatory changes, and emerging opportunities relevant to our clients
Minimum Requirements for Education, Experience, and Certifications/Licenses:
- 8–10 years of progressive experience in pharmacy benefit management, benefits consulting, or a related field
- 5+ years in management or leadership roles preferred
Qualifications & Skills:
- Deep expertise in pharmacy benefit management, including clinical programs, plan design, and claims processing
- Demonstrated experience supporting employer clients, consultants, and brokers in a PBM, health plan, or benefits consulting environment
- Hands-on experience with PBM platforms, pharmacy analytics tools, and working knowledge of applicable regulatory frameworks preferred
- Track record of building and retaining high-performing teams, with a proven approach to coaching, development, and performance management
- Experience developing training programs and operational documentation
- Proven ability to partner cross-functionally with Product, Clinical, and Analytics teams
- Strong analytical skills and a bias toward identifying automation and efficiency opportunities
- Excellent communication skills with the ability to handle escalations with composure and diplomacy
- Collaborative mindset; thrives in a team-oriented, matrixed environment
- Management experience preferred
Physical Demands:
These physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Able to lift and carry 15 pounds
- Able to work at a desk using computer equipment up to 80% of the time
- Frequent telephone/Teams use
NOTE:
The information in this job description indicates the general nature and level of work performed by employees in this classification. It is not a comprehensive list of all duties, responsibilities and/or qualifications required of employees assigned to this position.
What We Offer:
We’re proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $124,000.00 – $178,000.00. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill le
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NFP est un employeur qui offre l’égalité des chances à tous les employés et candidats à l’emploi, sans distinction de race, de couleur, de religion, de sexe, d’orientation sexuelle, d’identité de genre, d’âge, d’origine nationale, de handicap, de prédisposition génétique ou de statut de porteur, ou de toute autre caractéristique protégée par la législation fédérale ou provinciale. L’entreprise s’engage à respecter cette politique en matière de recrutement, d’embauche, de placement, de promotion, de transfert, de formation, de rémunération, d’avantages sociaux, d’activités des employés et de traitement général pendant l’emploi. Il est attendu de tous nos employés connaissent cette politique et qu’ils créent un environnement sensible et respectueux de tous les individus. test