Director of Product - Client Success

Description

 Director of Product, Client Success 

About Us

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Position Summary

We are seeking a Director of Product, Client Success Product to own how Gifthealth launches and grows programs for our biggest clients: the product, the delivery, and the team that makes it happen. This position plays a key role in supporting the Product department and reports to the VP of Product, ensuring alignment with organizational goals, operational excellence, and compliance standards.

This is a Director-level role. You are accountable for hitting the launch dates and deliverables we commit to clients, and for making sure what we build for them points in the right direction for the platform. This is not a delivery manager with a bigger title. The job is judgment: what we build, what we don't, and how we explain the tradeoffs to engineering, to leadership, and to the client.

You lead the Client Success Product team, the product group responsible for program launches and the continued growth of those programs after launch. You own the product picture for client programs end to end: what each program needs, where it stands today, and where it's going. You partner closely with platform product and engineering so client work moves the platform in the right direction, and you manage scarce resources against dates that have already been agreed with clients. You'll lead a team of mostly more junior product managers focused on delivery and execution, plus a small number of senior PMs dedicated to the most critical clients, and you'll show up in front of clients as the person who can speak credibly about the product.

Key Responsibilities

• Program launches: own the product side of getting new client programs live on the dates we've committed, including scope, sequencing, risk, and the call when something has to give.
• Program growth: own the roadmap for expanding and improving programs after launch, tied to outcomes the client and Gifthealth both care about.
• The platform relationship: maintain a close working partnership with platform product and engineering, knowing what the platform can do today and what it can't, and deciding deliberately when client work builds toward the platform and when it doesn't, including being able to explain why and what it costs.
• Resource management and prioritization: trade off capacity across programs against agreed dates, make the in/out calls, communicate them with a clear narrative, and hold them when stakeholders push back.
• Client-facing product leadership: hold educated conversations with client teams on the state of the product, the state of their specific program, and the road ahead, including the ability to say yes, no, and "not yet," and explain why.
• The team: coach, hire, and grow a team of mostly junior PMs so delivery quality is high and does not all run through you. Set the craft bar and operating rhythm, decide where senior PMs are needed for critical accounts, and make sure they're set up to succeed.
• Cross-functional alignment: work with client success leads, engineering, design, and operations so launches ship and everyone can explain where things stand.
• Outcomes, not output: set the metrics each program is meant to move, instrument them with analytics, and hold the team to them after launch.

Qualifications

• Education: Not specified in the source job description; we evaluate demonstrated experience and track record.
• Licensure/Certification: Not applicable.
• Experience: 8+ years in product, with director-level experience leading a team and owning delivery against external commitments.
• Knowledge, Skills, and Abilities: The following are gating, not tiebreakers. Strength in one area does not make up for a miss on another.
  • Outcome oriented: knows what change they're driving toward and can tell us whether they got there. Talks about what changed, not what shipped.
  • High agency: owns getting to an answer, brings options when blocked rather than questions. Finds a way or makes one.
  • Comfortable with ambiguity and moves fast: decides what needs to be learned and uses the lightest approach that supports the decision, even as client asks arrive messy and dates don't move.
  • AI-forward: assumes there's a faster or deeper way to work with AI and looks for it, across research, synthesis, writing, analysis, and prototyping.
  • Experience managing scarce engineering capacity against fixed dates: has made hard prioritization calls, communicated them clearly, and held them.
  • Demonstrated application of the above Qualification
  • Real platform judgment: has worked in a model where customer-specific work and shared platform work compete, and can explain when to build for the customer and when to build for the platform.
  • Credibility in front of clients: can run an executive-level conversation about product state and direction, push back respectfully, and leave the client feeling heard and informed.
  • Proven people leadership: has coached and grown PMs, including early-career ones, and built a team that executes reliably. Hires well and lets people lead.
  • Strong with data: sets the metric, reads the instrumentation, and knows whether a program is actually working.
  • Partners well across functions, especially with platform product and engineering. Directors who treat adjacent teams as someone else's problem fail here.
  • Nice to have: experience in healthcare, healthtech, or pharma, ideally in a regulated environment; experience with enterprise or partner-driven programs such as patient support, hub services, or access programs; experience leading a team through scale or transition (hiring, restructuring, building a delivery model); and hands-on experience with Linear.

Work Environment

• Location: Not specified in the source job description; to be confirmed with the hiring manager.
• Schedule: Full-time; standard business hours, with flexibility around client and launch schedules.
• May require availability for client-facing conversations, launch milestones, or escalations tied to committed dates.
• Regular meetings with client success leads, platform product and engineering leads, clients, and the PM team to ensure alignment.

Key Essential Functions

• Must be able to work at a computer for extended periods
• Must be able to communicate effectively, verbally and in writing, with clients, leadership, and cross-functional teams
• Must be able to lead and facilitate client-facing meetings, including executive-level conversations
• Must be able to manage and prioritize multiple concurrent programs and competing deadlines

Employment Classification

Status: Full-time
FLSA: Exempt 

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.  

We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.