Executive Director, Enterprise Client Success

Openkrill; United States; Remote; USD 175,000 - 190,000; Full time

Benefits offered by this job

Healthcare coverage

Remote work option

401(k) with company match

Flexible time off

Job summary

Impiricus in the United States seeks a Group Account Director to lead a pod within Client Services, owning delivery, client outcomes, and team performance. You will be the senior client relationship owner for the pod and escalate complex issues to protect retention and expansion.

You will scale operations, drive cross-functional collaboration with Sales, Product, Data, and Operations, and mentor Sr. Directors to grow leadership capacity across the organization.

Qualifications

• 8+ years of experience in Customer Success, Client Services, or Delivery leadership within SaaS, healthtech, or pharma-related environments.
• Proven experience managing large enterprise accounts and multi-layered client relationships.
• Demonstrated success leading and scaling teams, including managing leaders of leaders.
• Track record of driving retention, expansion, and strong customer outcomes at scale.

Responsibilities

• Lead a growing pod comprising of multiple Sr. Directors and their teams.
• Oversee all client delivery activity across the pod, ensuring consistent execution quality and strong outcomes.
• Monitor overall pod health including utilization, campaign pacing, execution quality, and resource allocation.
• Serve as the senior relationship owner across key client accounts, maintaining executive-level engagement.
• Act as the primary escalation point for complex or high-risk client situations.
• Ensure clients remain confident and supported, particularly during challenging or high-stakes moments.
• Coach and develop Sr. Directors, helping them effectively lead their teams and scale their impact.
• Provide ongoing performance feedback, remove blockers, and build leadership capacity within the pod.
• Support hiring, onboarding, and development of top-tier talent across Customer Success functions.
• Own pod-level client satisfaction, retention signals, and overall delivery quality.
• Identify expansion opportunities and churn risks early, partnering with commercial leadership on strategy.
• Influence NRR and GRR outcomes through strong execution and proactive account management.
• Drive consistent application of delivery standards, escalation protocols, and workflows across the pod.
• Establish scalable processes that support growth and reduce operational friction.
• Ensure alignment across teams and functions without relying on formal authority.
• Partner closely with Sales, Product, Data, Operations, and Medical teams to ensure seamless execution.
• Support capacity planning, headcount forecasting, and performance reporting with leadership.
• Participate in leadership forums to drive cross-pod alignment and share best practices.

Skills

Executive presence

Cross-functional leadership

Strategic thinking

Operational rigor

Commercial mindset

Ambiguity tolerance

Job description

Impiricus in the United States seeks a Group Account Director to lead a pod within Client Services, owning delivery, client outcomes, and team performance. You will be the senior client relationship owner for the pod and escalate complex issues to protect retention and expansion.

You will scale operations, drive cross-functional collaboration with Sales, Product, Data, and Operations, and mentor Sr. Directors to grow leadership capacity across the organization.