Senior Director, Customer Success

ABOUT US

Truveris is a pharmacy cost containment company dedicated to reducing pharmacy costs and driving transparency for employers and benefit consultants. Our proprietary, data-driven technology and deep industry expertise empower smarter pharmacy benefit decisions through contract optimization and PBM oversight. Independent and unbiased, Truveris delivers measurable savings and accountability across every pharmacy program. For more information on our solutions, visit

SUMMARY

Truveris is seeking a Senior Director of Customer Success to lead and scale a high-impact team of Customer Success Managers (CSMs) in a fast-paced, growth-stage environment. This strategic leadership role focuses on driving client retention and value realization through proactive engagement, executive-level relationship management, and team development.

The ideal candidate brings deep PBM industry expertise, proven experience leading CSM teams, and a track record of success in small to mid-sized organizations where adaptability and hands-on leadership are essential. This is a high-visibility role reporting to the SVP of Customer Success, with significant influence on company strategy and client outcomes.

RESPONSIBILITIES

Strategic Leadership & Team Development

• Lead, mentor, and develop a team of CSMs, fostering a culture of accountability, client advocacy, and measurable impact
• Set clear goals tied to retention and client success outcomes; provide coaching and career development
• Shape the Customer Success strategy to align with company objectives and evolving client needs

Client Engagement & Retention

• Partner with your team to oversee strategic accounts to ensure value delivery and proactive engagement at all levels, including executive stakeholders
• Act as an escalation point for complex client challenges, guiding resolution and reinforcing trust
• Drive strategies that strengthen renewal readiness through consistent value realization and relationship depth

Metrics & Scalability

• Define and monitor success metrics that measure retention, engagement, and risk
• Partner with operations teams to ensure processes and tools support scalability and efficiency
• Leverage data insights to inform team strategy and executive reporting

Cross-Functional Collaboration

• Partner with Sales, Product, and Analytics teams to ensure seamless client experiences and strategic alignment
• Represent the voice of the customer internally to influence product and service enhancements

PBM Expertise

• Apply deep knowledge of PBM industry dynamics, pricing models, and client challenges to guide conversations and strategies
• Serve as a trusted advisor to clients and internal teams on PBM-related topics

QUALIFICATIONS

• 10+ years responsible for managing and maintaining customer or broker relationships in Customer Success, Account Management, or related client-facing roles
• 3+ years managing and developing a team of CSMs or similar roles at a small to mid-sized company
• Direct PBM industry experience required
• Proven ability to lead strategic client engagement and retention initiatives
• Strong analytical skills with experience using metrics to drive decisions
• Ability to thrive in a fast-paced, evolving environment with limited resources

Why Join Us?

This is a pivotal leadership role shaping the future of Customer Success at Truveris. You will lead a high-impact team, influence strategy, and ensure clients realize measurable value. If you bring PBM expertise, a passion for developing people, and the ability to scale success in a growth-stage environment, we want to hear from you.

Base salary range: $140,000 - $170,000 annually

Truveris 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.

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