• Lead a team of high-performing Client Success Managers and Associates within PBM • Evolve the current client segmentation and service model for a scaling PBM organization and manage team capacity and staffing • Drive and operationalize client renewal, growth (upsell/cross-sell), and retention strategies specific to PBM services • Build process playbooks, tools, and templates to ensure consistency and scalability of team execution in PBM • Partner cross-functionally to introduce new processes that optimize internal resources, improve PBM service quality, and enable higher volume output • Lead strategic PBM account planning, with involvement from key stakeholders across the organization, and ensure actionable and timely execution on plans • Drive team accountability in meeting PBM client deadlines and delivering on key initiatives, such as churn mitigation and member activation • Build long-term strategic client partnerships focused on driving significant ROI that result in expanded relationships over time • Deepen PBM client feedback and data-gathering and develop strategies to address gap areas • Collaborate with Marketing, Service Delivery, Ops, Product, Analytics, etc. on strategic initiatives and PBM client requests, including influencing roadmap for PBM-specific customizations • Optimize the client relationship handoff process from Implementation to CS within PBM • Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services • Oversee executive-level PBM client relationships and facilitate involvement of Rightway’s executive sponsors in key accounts • Drive annual planning process for CS team, including developing PBM-specific goal and KPI targets • Travel to important PBM client meetings (e.g., kickoffs) and broker/TPA meetings, support finalist and capabilities as relevant