Group Account Director, Client Services
Impiricus
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Benefits offered by this job
Job summary
Impiricus is seeking a Group Account Director to lead a pod within Client Services, owning its overall success from delivery to client outcomes. This role is the senior client relationship owner for the pod, driving retention, expansion, and high-level outcomes while serving as the main escalation point for complex issues.
You will coach Sr. Directors, shape performance, and partner with Sales, Product, Data, and Operations to scale operations.
Qualifications
- 8+ years of experience in Customer Success, Client Services, or Delivery leadership within SaaS, healthtech, or pharma-related environments.
- Proven experience managing large, complex 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 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
Job description
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.
Department: Client Services
Job type: Full Time, Exempt
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.
The Group Account Director leads a pod within the Client Service organization and owns its overall success — from delivery execution to client outcomes to team performance. This individual is the senior client relationship owner for their pod, accountable for delivering at a high level for every client the pod serves and, in turn, driving retention and expansion. They act as the primary escalation point for complex client issues and set the standard for operational discipline as the pod scales.
- Lead a growing pod comprising of multiple Sr. Directors and their respective 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
- 8+ years of experience in Customer Success, Client Services, or Delivery leadership within SaaS, healthtech, or pharma-related environments
- Proven experience managing large, complex 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
- Executive presence and ability to navigate high-stakes client conversations
- Strong cross-functional leadership and influence
- Strategic thinker with the ability to identify patterns and improve systems
- Operational rigor with the ability to scale processes across teams
- Commercial mindset with a focus on retention and growth
- Ability to thrive in ambiguity and bring structure to complex environments
The base salary range for this role is $175,000-$190,000
Where you land within the range will reflect your skills, experience, and location, while keeping team parity in mind and leaving room for future growth.
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 careers@impiricus.com
Impiricus focuses on taking care of our teammates' professional and personal growth and well-being.
Medical, dental, and vision coverage for you and your dependents + on-demand healthcare concierge
Pre-tax savings options for healthcare and dependent care, with monthly employer contributions to HSA (if enrolled in a high-deductible plan)
100% paid short- and long-term disability, plus life and AD&D insurance
Take the time you need with a flexible vacation policy — recharge your batteries your way
12 weeks of paid leave to spend time with your newborn, adopted, or foster child (available after 6 months)
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.
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.
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