Senior Director of Customer Success

Role summary

The Senior Director of Customer Success owns the client relationship from signed contract through renewal and expansion. You will make sure every client launches quickly, enrolls patients at scale, and can show measurable clinical and financial value from RxCap.

You will also be a key partner to business development.You'll bring credibility from live deployments into new deals, design pilots that convert, and grow existing accounts.

This is an individual contributor role at the start, reporting to the VP of Strategic Partnerships. As the client base grows, you will build and lead a customer success and onboarding team.

Key responsibilities

Client onboarding andlaunch

•     Lead implementation for new clients from contract to go-live. Define the launch plan, timeline, roles, and success criteria with client leaders.

•     Design program workflows with each client, including patient identification, enrollment, device fulfillment, monitoring, escalation, and documentation.

•     Coordinate technical setup with RxCap's product and engineering teams, including portal configuration, data feeds, and EHR or pharmacy system integrations where needed.

•     Train client staff, including physicians, nurses, caremanagers, pharmacists, and program administrators, on our devices, platform, and best practices.

Client value andadoption

•     Own the health of a portfolio of accounts. Trackenrollment, patient engagement, adherence, and program performance againstagreed goals.

•     Run regular business reviews with client executivesthat show clinical, operational, and financial outcomes.

•     For provider and pharmacy clients, help programs meet documentationand billing requirements so they can sustain them financially.

•     For pharmaceutical clients, support adherence programswithin patient support services and deliver adherence data and insights tobrand, medical, and patient services teams.

•     Build a library of client results, case studies, andreferences.

Business developmentand partnerships

•     Join sales conversations to explain how implementation works and what results clients can expect.

•     Scope and run pilots with clear success measures and adefined path to a full contract.

•     Find and develop expansion opportunities in current accounts: new service lines, sites, patient populations, or therapies.

•     Own renewals and partner with leadership on contract terms.

•     Support channel and strategic partners as they bring RxCap to their own customers.

Building the function

•     Create the playbooks, templates, and tools foronboarding, account management, and client reporting. Make them repeatable andready to scale.

•     Set customer success metrics and report on them to theleadership team.

•     Make the case for, hire, and lead a customer successand onboarding team as the client base grows.

Informing the product roadmap

You are the voice of the client inside RxCap. What you learn from hospitals, medical groups, pharma partners, pharmacies, and health plans should directly shape what we build next.

•     Gather and organize client feedback, feature requests, and workflow pain points across all segments. Turn them into clear, prioritized input for the Product team.

•     Join roadmap planning and prioritization meetings.Represent client needs, and also explain to clients the trade-offs and timingbehind product decisions.

•     Feed patterns from onboarding and support, such as common setup problems, adoption barriers, and device or platform issues, into product and process improvements.

•     Close the loop with clients by telling them how their feedback shaped the product.

Qualifications

•     8+ years in customer success, client services, implementation, or account management at a healthcare technology or life sciences services company.

•     3+ years managing enterprise relationships with hospitals, health systems, or medical groups. Experience with pharmaceutical manufacturers is also strongly preferred.

•     Experience supporting sales: presenting to buyers,designing pilots, and closing renewals and expansions.

•     Comfort with technical setup and troubleshooting, including connected devices, web platforms, and data integrations.

•     Excellent communication. You can present outcomes to a CMO or brand lead and also train frontline clinical staff.

•     Pharmaceuticals expertise. You have clinical training and/ordeep knowledge about pharmaceuticals (PharmD, RN, NP, PhD preferred).

•     Bachelor's degree.

Location, compensation, and how to apply

•     Location: Remote with preference given to candidates in Greater Boston

•     Compensation:Competitive base salary plus equity.

•     To apply: Email your resume and a brief note describing your interest to scott@rxcap.com.

RxCap is an equal opportunity employer. We welcomeapplicants of all backgrounds.

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