Vivid Clear Director, Client Success

Director, Client Success

Vivid Clear Rx – Location: Birch Dr, Omaha, NE – Type: Full Time – Posted 3 Days Ago – Job Requisition ID: R

Department: Operations
Pay Type: Salary
Revision Date: 02/2026

General Function

The Director, Client Success is responsible for leading and overseeing the Client Success team to ensure strong client retention, satisfaction, and long-term partnership success. This role provides operational leadership for ongoing account management activities following implementation and serves as a senior point of oversight for client performance, service delivery, and issue resolution.

Reporting Relations

Reports to: VP, Hy‑Vee, Inc.; President, Vivid Clear Rx
Direct Reports: Client Managers

Primary Duties and Responsibilities

Team Leadership & Oversight

• Lead, mentor, and develop the Client Success team.
• Establish clear performance expectations, KPIs, and service standards.
• Conduct performance evaluations, coaching sessions, and development planning.
• Ensure balanced account assignments and appropriate workload distribution.

Client Relationship Management

• Oversee ongoing client relationships to ensure high satisfaction and retention.
• Provide guidance on complex client situations, escalations, and strategic discussions.
• Support preparation and delivery of client reporting, performance reviews, and renewal discussions.
• Serve as executive escalation point for key clients, brokers, and consultants.
• Ensure consistent communication cadence and proactive engagement strategies.

Account Performance & Retention

• Monitor client health indicators including utilization trends, service issues, and renewal risk.
• Develop retention strategies in collaboration with Business Development and Account Management.
• Identify upsell or cross‑sell opportunities in partnership with Business Development.
• Ensure contractual service obligations and performance guarantees are met.

Operational Coordination

• Partner closely with Implementation to ensure seamless transition from onboarding to ongoing account management.
• Ensure client requests are properly scoped, prioritized, and executed.
• Maintain visibility into operational risks that may impact client satisfaction.

Process Improvement & Standardization

• Develop and standardize account management workflows and best practices.
• Improve reporting templates, communication standards, and client documentation processes.
• Recommend and implement department goals, policies, and performance metrics.
• Identify trends in client feedback and implement corrective actions.

Professional Competencies

• Strong understanding of pharmacy benefit management and healthcare operations.
• Advanced relationship management and communication skills.
• Ability to manage complex client portfolios through a team.
• Strong problem‑solving and conflict resolution skills.
• Financial and contract comprehension.
• Organized, detail‑oriented, and deadline‑driven.
• Professional, courteous, and consultative demeanor.

Required Qualifications

• 5+ years of client management, account management, or customer success experience, preferably in healthcare or PBM.
• 2+ years of leadership or management experience preferred.
• PBM, managed care, or pharmacy experience strongly preferred.
• Working knowledge of healthcare benefit administration and reporting.
• Demonstrated ability to improve processes and drive retention outcomes.

Educational Requirements

High school diploma or equivalent required.
Bachelor’s degree in healthcare administration, business, or related field preferred.

Physical Requirements

• In an 8‑hour day, the employee may be asked to lift/carry up to 20 lbs.
• In an 8‑hour day, the employee may stand/walk approximately 1 hour.
• In an 8‑hour day, the employee sits approximately 7 hours.

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