Strategic Client Success Manager

About the role

The is entrusted with owning the complete lifecycle of assigned strategic accounts that span employers, TPAs, and PBMs within the complex specialty pharmacy and benefits ecosystem. This position is fundamental to advancing Leap's core mission of securing fair pricing and sustainable access for life-changing specialty therapies in a rapidly evolving market. The hire will act as a primary strategic advisor, translating complex operational and clinical data into clear, compelling narratives that resonate at the highest levels of client organizations. Success in this role requires a blend of commercial acumen, operational discipline, and empathetic partnership to navigate intricate stakeholder landscapes. The manager will serve as the central point of coordination, ensuring alignment between Leap's service delivery and the evolving expectations of clients and partners. This involves anticipating needs, mitigating risks, and driving initiatives that enhance both client health and retention. The role demands comfort with ambiguity and a proactive stance in identifying opportunities for growth within existing relationships. Ultimately, the Strategic Client Success Manager is a key driver of client loyalty and long-term revenue expansion for Leap.

Key facts

What you'll do

Orchestrate the comprehensive management of client lifecycles, overseeing implementation, active adoption, ongoing performance management, strategic renewals, and long-term retention efforts for complex employer and partner portfolios.

Translate intricate performance metrics and operational data into executive-level insights and actionable recommendations tailored for HR leaders, benefits executives, TPAs, and PBM stakeholders.

Aggregate and synthesize qualitative and quantitative client input to identify systemic process gaps and drive targeted improvements in both internal workflows and client-facing products.

Design and deliver persuasive presentations that articulate performance outcomes, clinical and economic impact, and strategic recommendations to senior executive audiences with precision and influence.

Navigate the demands of a high-velocity, growth-stage environment by simultaneously managing multiple complex strategic portfolios with competing priorities and deadlines.

Partner closely with internal cross-functional teams, including clinical, operations, and product specialists, to ensure seamless service delivery, address escalations, and proactively manage compliance and risk.

Deploy highly organized, analytical, and innovative problem-solving approaches to resolve intricate client challenges related to specialty drug access, pricing, and patient support programs.

Execute travel plans to conduct in-person client meetings, workshops, and business development activities, adhering to a schedule that includes up to 30% travel to key client sites.

Cultivate a preference for residing or being based in the Central Time Zone to optimize synchronous communication, facilitate real-time issue resolution, and support coordinated scheduling across regions.

Continuously monitor market dynamics, competitor positioning, and regulatory changes impacting specialty pharmacy to identify strategic opportunities and safeguard client relationships.

Requirements

Possess a minimum of 7 years of cumulative professional experience within healthcare, benefits consulting, population health management, digital health solutions, or employer-focused client success roles, demonstrating the ability to handle complex advisory engagements.

Consistently manage direct relationships with employer clients while interfacing professionally and effectively with HR personnel, benefits leadership teams, and Pharmacy Benefit Manager representatives within a benefits consulting context.

Exhibit a proven track record of driving revenue retention, minimizing churn, and maintaining exceptionally high levels of client satisfaction within a dynamic, growth-stage business environment.

Communicate performance data, clinical outcomes, and financial insights with strong executive presence, ensuring clarity, confidence, and persuasiveness when addressing senior stakeholders and boards.

Operate effectively and autonomously in a fast-paced, ambiguous, and rapidly scaling organizational setting, balancing multiple strategic initiatives and portfolio responsibilities without sacrificing detail or accuracy.

Collaborate seamlessly with cross-functional internal stakeholders to align service delivery standards, resolve operational risks, and uphold contractual and regulatory obligations.

Apply meticulous organizational skills, advanced analytical capabilities, and structured problem-solving techniques to diagnose complex issues and develop comprehensive solutions for intricate client needs.

Adhere to travel requirements of up to 30% annually for client engagements, necessitating reliable transportation, valid licensure, and compliance with regional and corporate travel policies.

Nice to have

Demonstrated experience working directly within the specialty drugs, infusions, or high-complexity pharmacy benefit management sector, understanding the nuances of drug utilization management and prior authorization ecosystems.

Familiarity with data analytics platforms and reporting tools commonly used to track member utilization, adherence, and cost trends in managed care environments.

Knowledge of regulatory frameworks and compliance standards impacting employer-funded health plans and specialty pharmaceutical distribution.

Experience leveraging project management methodologies to coordinate multi-stakeholder initiatives and track timelines, risks, and dependencies.

Practical notes

Typical interview steps

Marketing interviews often include a portfolio review, a campaign exercise, and analytics questions. Candidates may be asked to plan a launch, write a brief, or improve a funnel. Some loops include a presentation. Results from past campaigns carry the most weight. Interviewers ask about specific campaigns you ran and what the numbers said. Preparing a short case of one campaign with its results is strong preparation.

Good to know

Specialty drugs and infusions represent a large and fast-growing share of healthcare spend, requiring focused management and clear pricing.

Success in this role depends on data-driven discussions, cross-functional collaboration, and proactive risk management.

The work directly supports patient access and employer ROI through retention, expansion, and measurable value delivery.

Questions to ask

Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year. Asking what past hires did well is a strong final question. Keep the list short and pick the questions that matter most to you.

Career growth

Marketing careers move from associate to manager, director, and VP levels. Specializations include growth, brand, product marketing, and content. Generalists often start, then specialize as they advance. Measured impact on pipeline and revenue drives progression. Marketing careers reward measurable results and adaptability. Channel experience plus business sense usually beats a general resume.

About the company

Leap is one of the fastest-growing benefits solutions and a category-defining pioneer in employer specialty pharmacy. We are reshaping how life-changing therapies are delivered and financed, ensuring patients get the treatment they need while employers finally get a fair deal.