Summary
The Customer Success Team at SmithRx is dedicated to helping our clients and partners derive maximum value from our Pharmacy Benefit Management (PBM) services. We build and sustain high-impact operational relationships, proactively mitigate risks, and advocate passionately for our clients across internal product and operational channels.
As the Manager, Partner Relationship Management, you will lead, coach, and empower a high-performing team of Partner Relationship Managers (PRMs). Your team is responsible for post go-live success and deep collaboration with Third-Party Administrators (TPAs) and Data Partners. In this role, you will balance operational leadership, strategic partner oversight, and direct team development—ensuring our partner ecosystem operates smoothly to support our mutual clients’ benefit plans.
What You Will Do
Team Leadership & People Management
- Directly manage and develop a team of Partner Relationship Managers, driving high engagement, continuous learning, and accountability.
- Provide day-to-day coaching and mentorship on partner management strategies, issue escalation, conflict resolution, and executive communications.
- Establish clear team KPIs, benchmarks, and performance metrics focused on partner satisfaction, data integration execution, and retention.
- Manage team bandwidth, resource allocation, and portfolio assignments to ensure optimal coverage across all partner relationships.
Strategic Partner Oversight & Operational Excellence
- Serve as an executive escalation point for complex operational, technical, or relationship issues involving TPA and Data Partners.
- Standardize and refine PRM workflows, governance models, and best practices for technical data file exchange (EDI/ETL) monitoring and issue resolution.
- Partner cross-functionally with Product, Finance, Operations, Engineering, and Client Success teams to eliminate systemic friction points and champion product enhancements on behalf of partners.
- Conduct regular portfolio reviews with PRMs to proactively identify partner satisfaction risks, ensuring robust risk-mitigation plans are active.
- Drive partner adoption and standardization across new tools, products, and integrated workflows.
What You Will Bring to SmithRx
Qualifications & Experience
- Management Experience: 3+ years of direct people management experience leading client-facing or partner-facing teams (Customer Success, Account Management, or Partner Management).
- Industry Expertise: 5+ years of experience in healthcare insurance, health benefits, or Third-Party Administrator (TPA) environments. Experience within a Pharmacy Benefit Manager (PBM) is strongly preferred.
- Technical Aptitude: Strong working familiarity with technical data file exchanges (EDI, ETL, or API integrations) and how data flows support benefit plan administration.
- Education: Bachelor’s degree in a related field required; Advanced Degree (MBA, MHA, or equivalent) preferred.
Core Competencies & Skills
- Leadership & Coaching: Proven ability to inspire, develop, and retain talent while fostering a collaborative, accountable team culture.
- Executive Presence: Outstanding oral and written communication skills with experience presenting to and negotiating with senior operational leadership.
- Escalation & Conflict Resolution: High emotional intelligence with a track record of mediating high-stakes operational conflicts and turning challenging partner dynamics into productive relationships.
- Process & Change Agent: Ability to take initiatives from concept to execution, bringing structure and governance to scaling partner operations.
- Problem-Solving Mindset: Self-driven and results-oriented, with a focus on structured root-cause analysis and sustainable cross-functional solutions.
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
Compensation & Benefits
- Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience.
- Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k).
Zone A includes the following locations:
- San Francisco Bay Area - California
- Metro New York City - Connecticut, New Jersey, New York and Pennsylvania
Zone B includes the following locations:
- California - outside of San Francisco Bay Area
- Metro Denver / Boulder - Colorado
- Metro District of Columbia - District of Columbia, Maryland, Virginia and West Virginia
- Metro Boston / Cambridge - Massachusetts and New Hampshire
- Metro Austin - Texas
- Metro Seattle - Washington
Zone C includes all other locations not listed above, including:
- Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Rhode Island, South Carolina, South Dakota, Tennessee, Utah, Vermont, Wisconsin, Wyoming
- Non metro Colorado, Connecticut, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Texas, Virginia, Washington, and West Virginia
Compensation & Benefits
- Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience.
- Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k).
Individual offers are tailored to your geography, experience, skills, and education. Your recruiter can share more specific details during the hiring process. In the meantime, feel free to explore our comprehensive benefits here.