Strategic Client Success Manager

Job description

ABOUT LEAP Leap is one of the fastest-growing benefits solutions and a category-defining pioneer in employer specialty pharmacy. We are reshaping how life-changing therapies are delivered and financed, ensuring patients get the treatment they need while employers finally get a fair deal. Specialty drugs and infusions represent nearly 10% of all healthcare spend and are the fastest-growing cost category for employers. Leap tackles this challenge with a novel approach: eliminating hidden markups, expanding access to high-quality infusion providers, and bringing clarity and fairness to how therapies are priced and paid for. We’re proud to partner with numerous Fortune 500 companies and leading TPAs. Each patient we serve creates immediate ROI: lower costs, improved access, and better care. Join us as we redefine what’s possible in specialty care. ABOUT THE ROLE The Strategic Client Success Manager is responsible for delivering exceptional service and driving client satisfaction across an assigned portfolio of strategic relationships with employers, TPAs, Pharmacy Benefit Managers (PBMs), and benefits consultants, while ensuring operational excellence to support client retention, growth, and measurable value delivery. You’ll serve as the face of our amazing organization to clients, and advance our mission by promoting our services in a proactive, data-driven way. This position reports to the SVP of Client Operations & Success. This is a fully remote role open to candidates based in the Seattle, WA area or willing to relocate. KEY RESPONSIBILITIES 1. STRATEGIC ACCOUNT OWNERSHIP - Own the end-to-end client lifecycle for assigned employer and partner accounts, including implementation support, adoption strategy, performance management, renewals, and long-term retention - Develop and execute account plans aligned to client healthcare and cost-containment strategies - Serve as the primary strategic advisor to HR, Benefits leaders, TPAs, and PBMs 2. VALUE DELIVERY & EXECUTIVE ENGAGEMENT - Lead quarterly and annual business reviews highlighting utilization trends, financial performance, savings impact, and member experience metrics - Clearly articulate Leap’s value proposition, translating performance data into actionable insights and executive-level recommendations - Demonstrate strong executive presence in data-driven discussions with senior stakeholders 3. GROWTH & EXPANSION - Identify and drive expansion opportunities in partnership with Growth and Growth Marketing teams Increase patient engagement and program utilization within existing accounts - Support finalist presentations, client references, and testimonials to drive new business 4. CROSS-FUNCTIONAL LEADERSHIP & RISK MANAGEMENT - Partner cross-functionally with clinical, operations, product, and support teams to ensure seamless service delivery - Collect and synthesize client feedback to inform process and product improvements - Proactively identify account risks and execute mitigation strategies to protect retention QUALIFICATIONS - 5–7+ years of experience in healthcare, benefits consulting, population health, digital health, or employer-focused client success - Experience managing employer accounts and working directly with HR or Benefits leadership as well as TPAs - Proven track record of driving revenue retention and high client satisfaction - Strong executive presence with the ability to present performance data and insights effectively - Highly organized, proactive, and comfortable operating in a fast-paced, growth-stage environment - Collaborative team player with strong analytical and problem-solving skills - Preferred location: Central Time Zone - Willingness to travel up to 30% At Leap, we’re building an outlier company with real impact — and that takes focus, energy, and commitment. If that excites you, we’d love to hear from you. Leap is an equal opportunity employer and welcomes applicants from all backgrounds. We’re committed to building a team that reflects a diversity of perspectives, experiences, and identities.