Enterprise Client Success Leader

Pocketbook Agency; Philadelphia (Philadelphia County); On-site; USD 95,000 - 140,000; Full time

Job summary

Pocketbook Agency is seeking an Impact Leader to own relationships with academic medical centers, residency programs, medical schools, and health systems. You will lead onboarding, drive renewals and expansions, and partner with an Impact Engineer on technical work and a physician adviser on strategy.

The right candidate has 3–7 years in customer success, account management, or implementation of enterprise SaaS, with a track record of owning complex client relationships and leading change

Qualifications

• 3–7 years in customer success, account management, implementation, or program management with complex SaaS clients.
• Ownership of enterprise client relationships and experience leading change management.
• Strong project management, workshop facilitation, and communication skills.
• Comfort working with data, including Excel and CSV imports, and using AI tools to work efficiently.

Responsibilities

• Own client relationships, expectations, timelines, and scope.
• Lead onboarding from kickoff to go-live, including workshops, process mapping, and project plans.
• Translate client workflows into requirements for the Impact Engineer.
• Monitor adoption, present value in business reviews, and lead renewal and expansion conversations.
• Coordinate client requests, testing, status updates, and escalations.

Skills

Enterprise SaaS

Customer success

Account management

Change management

Project management

Workshop facilitation

Communication

Data analysis

Tools

Excel

AI tools

Job description

Pocketbook Agency is seeking an Impact Leader to own relationships with academic medical centers, residency programs, medical schools, and health systems. You will lead onboarding, drive renewals and expansions, and partner with an Impact Engineer on technical work and a physician adviser on strategy.

The right candidate has 3–7 years in customer success, account management, or implementation of enterprise SaaS, with a track record of owning complex client relationships and leading change