Senior Director, Account Management

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company.  Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service.  With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
• Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
• Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.

Job Summary:

The Senior Director of Account Management is a strategic people leader responsible for leading, developing, and scaling a high-performing Account Management organization. This role is accountable for building a strong leadership culture, developing talent, establishing clear performance expectations, and ensuring the team has the structure, capabilities, and resources needed to deliver exceptional client outcomes.

The Senior Director will lead a team of Account Executives and/or Account Management leaders, serving as a coach and strategic partner while creating consistency in how the organization manages client relationships, escalations, performance, and growth opportunities.

This leader will partner closely with executive leadership and cross-functional teams to ensure the Account Management organization is aligned to company priorities and positioned to support continued business growth.

What you will do:

People Leadership & Talent Development

• Lead, coach, and develop Account Executives and Account Management leaders to achieve individual and organizational goals.
• Establish a high-performance culture grounded in accountability, collaboration, client advocacy, and continuous improvement.
• Conduct regular talent assessments and identify high-potential employees, succession opportunities, and performance gaps.
• Create and execute individualized development plans to strengthen leadership, strategic thinking, client management, and business acumen.
• Provide clear, timely, and actionable performance feedback.
• Build a strong leadership bench and succession plan for critical roles.
• Ensure appropriate staffing, capacity, spans and layers, and role clarity as the organization scales.
• Partner with Talent/HR on recruiting, onboarding, performance management, promotions, and employee engagement.

Account Management Leadership

• Establish clear expectations, operating rhythms, and performance standards across the Account Management organization.
• Ensure AccountExecutives are operating proactively and strategically rather than primarily responding to client issues.
• Coach teams to develop strong executive relationships and become trusted strategic advisors to clients.
• Drive consistency in account planning, QBRs, client communications, escalation management, and business reviews.
• Monitor team performance against key client and business metrics, including retention, satisfaction, engagement, and financial performance.
• Ensure appropriate escalation and executive engagement for high-risk or strategically important clients.

Organizational Effectiveness

• Evaluate team structure, workloads, account assignments, and capacity to ensure sustainable performance.
• Identify opportunities to improve processes, tools, training, and operating models.
• Develop scalable frameworks and playbooks that enable consistent Account Management practices.
• Establish meaningful OKRs and reporting to measure team effectiveness and identify opportunities for improvement.
• Partner with leadership to evolve the Account Management model as the business grows.

Cross-Functional & Executive Partnership

• Partner with Operations, Product, Sales, Finance, Clinical, Legal, Member Services, and other functions to deliver an integrated client experience.
• Represent Account Management in leadership discussions and strategic initiatives.
• Escalate organizational and client risks with clear recommendations and action plans.
• Translate company direction into clear priorities and expectations for the Account Management team.
• Serve as a visible and trusted leader across the organization.

What you will bring to SmithRx:

The successful candidate will:

• Lead through others rather than becoming the primary problem solver.
• Develop talent and consistently raise the capability of the team.
• Create accountability while maintaining a supportive, collaborative culture.
• Think strategically and connect day-to-day client management to broader business objectives.
• Make decisions and provide clear direction when the team encounters ambiguity.
• Anticipate challenges rather than operating reactively.
• Build strong leaders, not dependency on the Senior Director.
• Champion change and help the organization adapt as the company scales.

• 10+ years of experience in Account Management, Client Success, Customer Success, or a related client-facing function..
• 5+ years of people leadership experience, including managing managers and/or senior-level professionals.
• Experience working with various clients ranging in size from small to enterprise level employers, Health Plans, TPAs, brokers, and consultants.
• Demonstrated success building and developing high-performing teams.
• Experience managing organizational growth, capacity planning, or evolving operating models.
• Strong executive presence and communication skills.
• Demonstrated ability to coach leaders and address performance issues effectively.
• Strong strategic thinking, business acumen, and decision-making skills.
• Experience working cross-functionally in a complex, fast-paced organization.
• Bachelors Degree required
• Healthcare, benefits, pharmacy, PBM, or related industry experience strongly preferred.

What SmithRx Offers You: 

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits 
• 401(k) Retirement Savings Program 
• Short-term and long-term disability
• Discretionary Paid Time Off 
• Paid Company Holidays
• Wellness Benefits
• Commuter Benefits 
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities