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 Director of Client Success leads Leap's team of senior Strategic Client Success Managers and owns the systems that let us deliver a white glove experience to every client while the business grows at extreme velocity. You will manage and develop a team of experienced, principal-level client leaders who each own strategic relationships with employers, TPAs, Pharmacy Benefit Managers (PBMs), in partnership with the benefits consultants. You will also carry executive relationships with our most strategic clients and be the senior point of escalation for the team.

This is a builder role. Our client base is growing faster than our team, and the next stage requires operating rhythms, escalation paths, and account coverage models that scale without making any client feel like a number. This position reports to the SVP of Client Operations & Success.

WHAT YOU'LL ACCOMPLISH

Lead And Develop A Senior Team

Manage, coach, and grow a team of senior and principal-level Strategic Client Success Managers, setting clear expectations for account outcomes, client experience, and judgment

Hire and onboard new team members as we scale, and design how accounts are assigned and balanced across the team

Build a culture where team members give direct feedback to each other and push back on clients with confidence and care

Run regular 1:1s, account reviews, and performance conversations that raise the bar for the whole team

Build The Operating System For Client Success

Design and run the team's operating rhythm, including a daily or weekly standup that surfaces risks, blockers, and wins quickly without adding busywork

Create a clear escalation process: what the team resolves on its own, what comes to you, and what goes to clinical, operations, product, or executive leadership, with defined response times

Build playbooks, account plans, health scoring, and renewal workflows that let each team member manage more clients without losing quality

Track and report on team and portfolio metrics, including retention, utilization, client satisfaction, and time to resolution

Develop a team that knows how to launch and upsell clients to the best benefit plan design that drives the highest engagement.

The leader will know how to overcome barriers and strong negotiating skills

Deliver White Glove Service At Scale

Make sure every client feels known and well served, even as volume and pace increase

Set service standards for responsiveness, communication, and follow through, and hold the team to them

Spot where process is breaking under growth and fix it before clients feel it

Own Executive Client Relationships

Serve as the executive sponsor and senior escalation point for our most strategic employer, TPA, PBM, and consultant relationships

Lead or support quarterly and annual business reviews that translate utilization, savings, and member experience data into clear recommendations

Partner with Growth and Growth Marketing on renewals, expansion, finalist presentations, and client references

Cross-Functional Leadership

Partner with clinical, operations, product, and support leaders to ensure seamless service delivery

Bring structured client feedback into product and process decisions