Client Impact Leader

Medtrics Lab; Philadelphia (Philadelphia County); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

15 days PTO

Health, dental & vision coverage

Company lunches

Annual company retreat

MacBook + external monitor

401(k)

Job summary

Medtrics is seeking an Impact Leader to manage key academic medical centers, medical schools, residency programs, and health systems. You will own onboarding, strategic guidance, and ongoing client success while collaborating with an Impact Engineer on technical delivery.

You will build repeatable playbooks, mentor clients through renewal cycles, and lead weekly client sessions. Expect to apply expertise in medical education operations and data-driven decision-making.

Qualifications

• Experience owning client relationships or complex projects in SaaS
• Strong communication with physicians and senior academic leaders
• Project leadership across parallel work: workshops, process mapping, and onboarding
• Technical literacy in data imports and SSO basics

Responsibilities

• Lead the client relationship for residency programs and health systems
• Run onboarding and rollout from kickoff to live with milestones
• Track adoption and outcomes, drive renewals and expansion
• Consult strategically on best practices in medical education
• Coordinate with the Impact Engineer on tickets and acceptance criteria
• Present at client Office Hours and lead trainings
• Communicate updates clearly to leadership and clients

Skills

Account management

Project leadership

SaaS experience

Excel for analysis

AI tools literacy

Tools

Google Workspace

Excel

Slack

Claude

ChatGPT

Gemini

Notion

Linear

Jira

Job description

Medtrics is the operating system for medical education. Medical, veterinary, nursing, and allied health schools, plus residency/GME programs and large health systems, use Medtrics to run evaluations, schedules, clinical case logs, curriculum, grades, and accreditation reporting instead of stitching together a dozen disconnected tools and spreadsheets.

Our tagline is our promise: Practice Medicine, Not Software. We do the hard configuration and data work for our clients rather than handing them a login and walking away. That work is the core mission of the Impact team.

About the Role

The Impact team works in pods: each pairs an Impact Leader with an Impact Engineer, and each pod owns institutions of the same type so it builds deep fluency in one world rather than shallow coverage of many. As the Impact Leader, you're the trusted advisor and single point of contact for a portfolio of academic medical centers, medical and veterinary schools, residency programs, and health systems. You own the relationship from onboarding through renewal and expansion. Your Impact Engineer owns platform configuration, integrations, and technical delivery; you scope the problem, they build it.

Our users are physicians, deans, and program directors who run training under public scrutiny, accountable to accreditation bodies that audit them in person (ACGME, LCME, AVMA COE, and their counterparts). The cost of getting it wrong is a citation, a failed site visit, a reputation hit. Your job is to keep those cycles on track and help your clients answer hard questions with their own data.

In two years on this team, you'll know medical education operations cold, hold direct working relationships with deans, hospital executives, and senior program leaders, and have built repeatable playbooks that didn't exist before you joined.

What You'll Do

• Lead the client relationship. Be the primary contact for residency program directors and coordinators, Designated Institutional Officials, medical school deans, hospital IT leaders, and Chief Medical Information Officers. Set expectations clearly, negotiate timelines, hold scope, and build long-term trust.
• Run onboarding and rollout. Take new clients from kickoff to live: facilitate process-mapping workshops, produce a prioritized project plan with milestones and owners, lead readiness checks, cutover planning, training, and go-live. Get the client to first real value fast.
• Track adoption and outcomes. Watch usage data and notice where adoption is sticking. Run targeted engagement campaigns to hit schedule and evaluation adoption targets, present value at business reviews, and work with leadership on renewal and expansion.
• Consult strategically. Assess client workflows against best practices in medical education, recommend changes that fit their operations to Medtrics, and raise accreditation implications before the client finds them.
• Partner with your Impact Engineer. Translate client needs into scoped, prioritized tickets with shared acceptance criteria. Coordinate user acceptance testing, manage the feedback loop with product and QA, and confirm that what got built actually solves what was asked.
• Teach in public. Prepare and present at our weekly client Office Hours, run trainings and webinars, and help build our client champion certification program. Handle a live room with confidence and never wing what you have not prepared.
• Communicate fast and clearly. Written-first updates to leadership and the team; client-facing status updates, release notes, and executive one-pagers. Escalate early, always with options, and improve the playbooks as you go.

Who You Are

• Detail-obsessed. You notice the misconfigured setting before the client does and reconcile the numbers that don't match. Small errors in front of a dean are not small.
• A project manager by instinct. Milestones, owners, dependencies, and follow-through across many accounts in parallel. Items stay on your list until there is evidence they are done.
• A strategic thinker. You see the renewal story inside the usage data and the real problem behind the stated request.
• A natural leader. Confident in a room of physicians and deans, quick on your feet, assertive without being defensive. Driving change requires leadership; that is why the role is named what it is.
• A tinkerer. Genuinely excited by technology. You experiment, automate, and build small tools for yourself before anyone asks.
• Relentlessly learning. Nobody arrives knowing all of medical education. You ask good questions, study between calls, and can talk fluently about what you have mastered.

What We're Looking For

• Experience owning client relationships or complex projects: account management, client success, implementation, or program management for complex SaaS clients (typically 3-7 years). Trajectory matters more to us than years; a hungry, confident learner beats a comfortable veteran.
• Comfort communicating with physicians and senior academic leaders. Assertive and respectful at the same time.
• Project leadership across parallel work: workshop facilitation, process mapping, Gantt-style planning, multi-team onboardings.
• Technical literacy: read import templates, understand single sign-on basics, interpret data import errors. Your Impact Engineer owns the build.
• Strong attention to detail, fast written communication, sound decisions with incomplete information, and care with sensitive data (much of ours is FERPA-protected). Excel for analysis, auditing, and reconciliation.
• Real fluency with AI tools, and something you can show us that you built, automated, or figured out on your own. You'll go through a structured 90-day AI boot camp; we expect you to arrive curious.

Nice-to-have: direct experience in academic medicine, healthcare IT, or a hospital GME office; familiarity with ticketing tools (Linear, Jira) and documentation (Notion); experience working alongside a technical counterpart; workshop facilitation with executive audiences; a second language useful to our client base (for example Spanish or Arabic). Healthcare professionals (PTs, OTs, etc.) looking for a career change are highly encouraged to apply.

Tools you'll use.

Google Workspace, Excel, Slack, and AI agents and copilots (Claude, ChatGPT, Gemini) woven into daily work: call prep, triage write-ups, documentation, client health analysis.

Why Work at Medtrics

We take care of our team so you can focus on making an impact for our clients: 15 days PTO plus 10 federal holidays and a paid company-wide shutdown Dec 26 - Jan 1; medical, dental, and vision coverage; daily company-sponsored in-office lunches; an annual all-expenses-paid company retreat; a company-issued MacBook with external monitor, keyboard, and mouse; 401(k); periodic wellness challenge bonuses; and real professional growth.

Medtrics is an equal-opportunity employer. We welcome applicants of every background.