What are the responsibilities and job description for the Director, Customer Success position at Neovance?
Remote
We are excited to announce that we are relaunching Fortrea Patient Access under a new name - Neovance.
Our Patient Access team is a scaled leader in the HUB services and patient access market, serving the biopharmaceutical industry with comprehensive patient support, product access, affordability, and adherence solutions for more than 30 years. Further advanced by its recently expanded non-commercial specialty pharmacy, to support enhanced distribution of cold-chain and ambient free goods products, we are committed to driving patient outcomes and improving healthcare accessibility through its extensive experience while currently supporting more than 2.5 million patients and over 100 unique brands across more than 25 disease indications.
As Director of Customer Success, you will report to the VP and serve as a trusted strategic partner for key accounts, leading program innovation, customer satisfaction, and long-term retention. You will oversee end-to-end program design tailored to patient journeys, ensuring measurable outcomes that align with client goals and market dynamics.
At Neovance, Customer Success is about the relentless pursuit of excellence—on behalf of our customers, the patients we serve, and the providers we support. We are a winning team, driving the industry forward and reshaping the patient access experience through innovation, collaboration, and measurable impact.
This role requires a proactive, data-driven approach to customer engagement, close collaboration with cross-functional teams, and the ability to translate insights into scalable solutions. You will also play a critical leadership role, mentoring a high-performing team and fostering a culture of strategic thinking, accountability, and customer-first innovation.
Key Responsibilities
Strategic Account Leadership
We are excited to announce that we are relaunching Fortrea Patient Access under a new name - Neovance.
Our Patient Access team is a scaled leader in the HUB services and patient access market, serving the biopharmaceutical industry with comprehensive patient support, product access, affordability, and adherence solutions for more than 30 years. Further advanced by its recently expanded non-commercial specialty pharmacy, to support enhanced distribution of cold-chain and ambient free goods products, we are committed to driving patient outcomes and improving healthcare accessibility through its extensive experience while currently supporting more than 2.5 million patients and over 100 unique brands across more than 25 disease indications.
As Director of Customer Success, you will report to the VP and serve as a trusted strategic partner for key accounts, leading program innovation, customer satisfaction, and long-term retention. You will oversee end-to-end program design tailored to patient journeys, ensuring measurable outcomes that align with client goals and market dynamics.
At Neovance, Customer Success is about the relentless pursuit of excellence—on behalf of our customers, the patients we serve, and the providers we support. We are a winning team, driving the industry forward and reshaping the patient access experience through innovation, collaboration, and measurable impact.
This role requires a proactive, data-driven approach to customer engagement, close collaboration with cross-functional teams, and the ability to translate insights into scalable solutions. You will also play a critical leadership role, mentoring a high-performing team and fostering a culture of strategic thinking, accountability, and customer-first innovation.
Key Responsibilities
Strategic Account Leadership
- Own and drive success for assigned accounts, ensuring seamless communication, goal alignment, and long-term retention.
- Develop and execute strategies that enhance client satisfaction, program performance, and business impact.
- Design and implement patient journey-driven programs, collaborating with operational teams to optimize workflows and adapt to industry shifts.
- Ensure program scalability and compliance in evolving market and regulatory landscapes.
- Introduce innovative solutions that enhance program effectiveness, improve patient access, and align with brand objectives.
- Establish Neovance as a trusted, consultative partner by delivering measurable impact and strategic value to clients.
- Ensure programs are meeting or exceeding client expectations, positioning our Strategic Partnerships team for long-term account growth opportunities.
- Develop strategies that increase engagement, demonstrate measurable ROI, and secure long-term client commitments.
- Elevate QBRs moving from descriptive to diagnostic analytics, providing actionable insights that shape client decision-making.
- Leverage data to optimize program impact, improve efficiency, and strengthen customer engagement.
- Partner with Operations, Strategic Partnerships, Tech Enablement, Pharmacy, and Solutions Strategy teams to align on program execution, innovation, and best practices.
- Influence internal teams by bringing the voice of the customer to Neovance’s product roadmap and strategy.
- Mentor and guide Associate Directors of Customer Success, fostering a high-performing, client-focused culture.
- Instill strategic thinking and execution discipline across the team.
- Bachelor's Degree or equivalent combination of education and work experience.
- 10–15 years of Proven experience in Customer Success, Account Management, or Program Strategy in healthcare, pharma, or life sciences. Proven ability to lead cross-functional teams and drive strategic initiatives
- Experience in pharma services, market access, or patient support programs
- Strong executive presence and ability to influence decision-makers
- Expertise in customer retention, business reviews, and program optimization
- Deep understanding of patient access, hub services, and reimbursement landscapes.
- Strong strategic thinker with a track record of building, scaling, and optimizing customer programs.
- Excellent communication and relationship-building skills—able to influence, negotiate, and engage with executive stakeholders.
- Data-savvy and results-driven, with experience leveraging analytics to drive program and customer success.
- Demonstrated leadership experience, including mentoring and developing high-performing teams.
