SVP, Client Services & Implementation

Department: Client Services

Job type: Full Time, Exempt

Who We Are

Impiricus is the first and only AI-powered HCP Engagement Engine. In 2025, Deloitte named Impiricus the #1 fastest growing company in North America for their prestigious Fast 500 list. Founded by a practicing physician and a senior pharmaceutical executive, Impiricus was created to transform how life sciences companies support physicians. We ethically connect HCPs to pharma resources, reduce go-to-market costs and accelerate patient access to the treatments they need.

With our unique access to the largest opted-in network of HCPs, their insights, and clinical expertise, we are the leading provider of AI technology and real-time channels that life science companies need to deliver clear, reliable, and evidence-based resources directly into the hands of HCPs. Guided by a council of 2000+ trusted HCP advisors, we ensure every interaction is clinically meaningful, ethically grounded and leads to better patient care.

Job Summary

We are looking for a SVP, Client Services & Implementation to lead and scale our Client Services and Implementation organization. This is a critical leadership role responsible for ensuring flawless delivery, driving strong client outcomes, and building the operating discipline needed to support our next phase of growth.

This leader will sit at the center of our business, partnering across Sales, Product, Data, Operations, and Medical/MLR to ensure we deliver exceptional value to our clients while building a scalable, high-performing delivery engine.

If you thrive in complexity, bring structure to ambiguity, and are energized by building teams and systems from the ground up, we’d love to meet you!

Own Customer Delivery End-to-End

• Lead Client Services and Implementation to deliver consistent, high-quality outcomes across all accounts for our Pulse, Spark and Ascend service lines
• Serve as the senior escalation point for executive client stakeholders
• Ensure Clients remain confident and supported, especially in high-stakes or complex situations

Drive Exceptional Client Outcomes

• Focus on value delivered, not just tasks completed
• Identify patterns across accounts to improve engagement, adoption, and overall performance
• Continuously evolve delivery strategies to maximize client impact and satisfaction
• Work with Sales, Product, Analytics to identify additional opportunities for clients

Build and Scale the Organization

• Design and evolve the Customer Delivery org to meet the needs of a fast-growing business
• Hire, develop, retain top-tier Client Services talent and build a strong leadership bench for future growth
• Diagnose gaps in performance across accounts and implement process-level improvements
• Establish a clear roadmap for scaling delivery as the company grows
• Create a culture of accountability, coaching, and continuous improvement
• Create a sustainable org chart that stays ahead of the company’s growing needs, while remaining nimble and agile 

Lead Cross-Functional Execution

• Orchestrate alignment across Sales, Product, Data, Operations, and other teams on client needs from startup to completion
• Drive progress without relying on formal authority or perfect conditions
• Ensure smooth handoffs, clear ownership, and shared accountability across functions

Build Scalable Systems and Processes

• Implement repeatable processes for onboarding, implementation, and ongoing account management
• Implement processes to manage capacity and resourcing to drive efficient scaling and utilization
• Establish governance, risk management, and escalation frameworks
• Bring operational rigor to a complex and evolving environment

Guide Delivery to Unlock Growth

• Partner closely with commercial teams to drive retention and expansion across all customer types
• Identify opportunities for upsell and long-term account growth
• Ensure delivery quality directly supports renewals and referenceable clients.

What We’re Looking For:

Experience

• 10+ years proven experience leading Client Services, Implementation, or Delivery organizations at scale
• Track record of building and scaling teams, processes, and systems in high-growth environments
• 5+ years of experience leading and scaling customer-facing teams in roles of advancing responsibility in a SaaS, healthcare technology, life sciences, or enterprise software environment.
• Experience owning enterprise customer implementations from kickoff through launch, including timelines, risks, dependencies, and executive communication.
• Proven track record managing customer retention, renewals, account growth, GRR, NRR, and churn reduction.
• Experience working directly with senior customer stakeholders, including VP, C-level, and enterprise decision-makers.
• Strong background building scalable customer processes, playbooks, reporting, operating rhythms, and team performance standards.
• Experience partnering cross-functionally with Sales, Product, Finance, Data, and Operations to improve customer outcomes and business performance.
• Experience handling highly complex escalations and solving them to reach strong mutually aligned results 
• Track record that demonstrates ability to listen to customer needs and goals and drive outcomes and results to prove success and exceed customer expectations 

Core Capabilities

• Executive presence with the ability to navigate difficult client conversations and escalations
• Strong cross-functional leadership and influence
• Strategic thinker who can identify patterns and drive system-level improvements
• Deep operational rigor with the ability to turn complexity into scalable processes
• Commercial mindset with a clear understanding of how delivery impacts retention and growth

Leadership Style

• Hands-on leader who is comfortable rolling up their sleeves
• Thrives in ambiguity and brings structure to chaos
• High bar for talent, with a passion for hiring and developing top performers
• Outcome-oriented, with a focus on delivering real client value

Important Notice

To protect candidates, please note that all communication from our team will come directly from an @impiricus.com email address. We do not engage third party recruiters to schedule interviews for this role. If you receive outreach from anyone outside of our domain claiming to represent Impiricus, please disregard and let us know by forwarding the message to [email protected]

Benefits:

Impiricus focuses on taking care of our teammates’ professional and personal growth and well-being.

 Healthcare: Medical, dental, and vision coverage for you and your dependents + on-demand healthcare concierge
 HSA, FSA & DCFSA: Pre-tax savings options for healthcare and dependent care, with monthly employer contributions to HSA (if enrolled in a high-deductible plan)
 Coverage & Protection: 100% paid short- and long-term disability, plus life and AD&D insurance
 Flexible Time Off: Take the time you need with a flexible vacation policy — recharge your batteries your way
Parental Leave: Paid parental leave to spend time with your newborn, adopted, or foster child (available after 6 months)
 Your Work, Your Way: If you’re close to an office, we encourage spending some time in-person to collaborate and connect. If not, remote is always an option
 401(k): Save for your future with tax advantages (and company match!)

Impiricus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.