Senior Customer Success Director – Strategic Accounts & PBM Contract Advisory

Strategic Accounts | PBM Contract Advisory

Wilmington, Delaware 19807 • Remote Role with Travel

About brighthush

brighthush is a leading pharmacy cost‑containment platform that empowers employers, benefit consultants, and public sector organizations to make smarter, data‑driven decisions about their pharmacy benefit programs. By combining proprietary analytics, industry expertise, and an independent, unbiased stance, brighthush delivers measurable savings, transparency, and accountability across every pharmacy program. Our mission is simple: reduce pharmacy costs while ensuring the highest level of care for patients and the greatest value for our clients. For more information, visit www.brighthush.com.

Position Overview

brighthush is seeking a seasoned Customer Success Director to lead a portfolio of 3–5 of our most complex, high‑impact clients—primarily in the public sector. In this role, you will act as the primary advisor, strategist, and account owner, guiding clients through the intricacies of PBM pricing structures, guarantees, procurement processes, and vendor negotiations. Your deep expertise will help clients maximize value, reduce costs, and achieve their strategic pharmacy benefit goals.

You will own the end‑to‑end client journey, from initial engagement through renewal, ensuring cross‑functional alignment and building trusted relationships with procurement leaders and senior benefits stakeholders. Success in this role demands executive presence, high autonomy, and the ability to simplify complex, high‑stakes decisions. This is a fully remote position with travel required for key client engagements.

Key Responsibilities

• Serve as the strategic advisor and primary owner for 3–5 large, complex client accounts.
• Lead PBM contract strategy discussions, including pricing models, guarantees, compliance, and performance optimization.
• Guide clients through RFP strategy, evaluation, and negotiation readiness with PBM vendors.
• Own the renewal strategy and execution—scope, term, pricing—partnering with Sales and leadership as needed.
• Build trusted relationships with procurement teams and senior benefits leaders, earning credibility through insight, not just service.
• Translate complex data and contract terms into clear, actionable recommendations for executive stakeholders.
• Identify and drive opportunities to expand brighthush solutions through a consultative, value‑driven approach.
• Own the development and quality assurance of client‑facing materials and analyses, ensuring clarity, accuracy, and executive‑level polish.
• Collaborate with internal teams—Sales, Product, Finance, and Legal—to align on client outcomes and deliver seamless experiences.
• Track and report on key performance metrics, including client satisfaction, renewal rates, and cost‑savings achieved.

Ideal Candidate Profile

• Deep, working knowledge of PBM contracts and the ability to independently advise clients.
• Experience thriving in complex, high‑stakes client environments, especially within the public sector.
• Seeking a consultative, advisory role with end‑to‑end ownership of strategic relationships.
• Strong executive presence and credibility with senior stakeholders, including CFOs and procurement leaders.
• High degree of autonomy and confidence in owning client relationships and outcomes.

Required Qualifications

• 8+ years of hands‑on PBM experience, including direct involvement in contract structure, pricing models, guarantees, compliance, and performance terms.
• Proven experience advising external clients on PBM vendor strategy or contract decisions.
• Experience managing large, complex accounts, ideally including public sector clients and procurement processes.
• Track record of owning or driving client renewals and long‑term agreements.
• Strong ability to translate complex financial or contractual concepts into clear recommendations.
• Experience as a Strategic Account Manager, Key Account Director, Customer Success Director, or PBM/Benefits Consultant.
• Demonstrated ability to engage and influence CFOs, procurement leaders, and senior benefits stakeholders.
• High degree of autonomy and confidence in owning client relationships and outcomes.

Preferred Qualifications

• Advanced degree in Business, Finance, Health Economics, or a related field.
• Experience with data‑driven analytics platforms and the ability to leverage insights for strategic decision‑making.
• Familiarity with public sector procurement regulations and compliance requirements.
• Track record of driving cross‑functional initiatives that result in measurable cost savings.
• Experience in a high‑growth, technology‑focused environment.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Executive Communication & Presentation Skills
• Analytical & Data‑Driven Decision Making
• Negotiation & Influencing Skills
• Project Management & Cross‑Functional Collaboration
• Client‑Centric Mindset & Relationship Building
• Adaptability & Problem‑Solving in Ambiguous Environments
• Proficiency with CRM, BI, and Collaboration Tools (e.g., Salesforce, Tableau, Slack)

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer a structured career ladder for Customer Success leaders, with clear pathways to Director, Senior Director, and VP roles. You will have access to:

• Mentorship from senior executives and industry experts.
• Regular training on the latest PBM trends, analytics techniques, and negotiation tactics.
• Opportunities to lead cross‑functional initiatives, product enhancements, and thought‑leadership content.
• Global travel to conferences, client events, and industry forums.
• Support for professional certifications (e.g., Certified Professional in Healthcare Quality, PMP).

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and collaboration. We value diverse perspectives and encourage every team member to contribute ideas that shape our products and services. Our remote‑first approach means you can work from anywhere while staying connected through regular virtual town halls, team‑building events, and a robust internal communication platform. We celebrate successes, learn from challenges, and continuously iterate to deliver the best outcomes for our clients.

Compensation & Benefits

Base Salary: $120,000 – $150,000 per year, commensurate with experience and qualifications. Bonus & Equity: Performance‑based bonus structure and potential equity participation in a high‑growth company. Benefits: Comprehensive health, dental, and vision plans; 401(k) with company match; generous paid time off; flexible work arrangements; and a wellness stipend. Additional Perks: Unlimited learning budget, travel allowances for client visits, and a supportive remote work setup stipend.

Equal Employment Opportunity

brighthush provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Please review our Privacy & Data Protection Policies.

Ready to Lead the Future of Pharmacy Benefit Management?

If you are a strategic thinker, a trusted advisor, and a champion for client success, we invite you to join brighthush. Bring your expertise, your passion for data‑driven solutions, and your commitment to delivering measurable impact. Together, we will shape the next generation of pharmacy benefit programs and drive lasting value for our clients.

Apply today and become a pivotal part of brighthush’s mission to transform pharmacy cost containment.