Job Description

ABOUT LEAP 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. Specialty drugs and infusions represent nearly 10% of all healthcare spend and are the fastest-growing cost category for employers. Leap tackles this challenge with a novel approach: eliminating hidden markups, expanding access to high-quality infusion providers, and bringing clarity and fairness to how therapies are priced and paid for. We’re proud to partner with numerous Fortune 500 companies and leading TPAs. Each patient we serve creates immediate ROI: lower costs, improved access, and better care. Join us as we redefine what’s possible in specialty care.

ABOUT THE ROLE The Director of Client Success leads Leap's team of senior Strategic Client Success Managers and owns the systems that let us deliver a white glove experience to every client while the business grows at extreme velocity. You will manage and develop a team of experienced, principal-level client leaders who each own strategic relationships with employers, TPAs, Pharmacy Benefit Managers (PBMs), in partnership with the benefits consultants. You will also carry executive relationships with our most strategic clients and be the senior point of escalation for the team. This is a builder role. Our client base is growing faster than our team, and the next stage requires operating rhythms, escalation paths, and account coverage models that scale without making any client feel like a number. This position reports to the SVP of Client Operations & Success. WHAT YOU'LL ACCOMPLISH Lead And Develop A Senior Team - Manage, coach, and grow a team of senior and principal-level Strategic Client Success Managers, setting clear expectations for account outcomes, client experience, and judgment - Hire and onboard new team members as we scale, and design how accounts are assigned and balanced across the team - Build a culture where team members give direct feedback to each other and push back on clients with confidence and care - Run regular 1:1s, account reviews, and performance conversations that raise the bar for the whole team Build The Operating System For Client Success - Design and run the team's operating rhythm, including a daily or weekly standup that surfaces risks, blockers, and wins quickly without adding busywork - Create a clear escalation process: what the team resolves on its own, what comes to you, and what goes to clinical, operations, product, or executive leadership, with defined response times - Build playbooks, account plans, health scoring, and renewal workflows that let each team member manage more clients without losing quality - Track and report on team and portfolio metrics, including retention, utilization, client satisfaction, and time to resolution - Develop a team that knows how to launch and upsell clients to the best benefit plan design that drives the highest engagement.

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