Group Account Director, Client Services

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

Benefits offered by this job

Healthcare coverage

Flexible time off

Parental leave

Remote work option

401(k) with company match

Job summary

Impiricus is seeking a Group Account Director to lead a pod within the Client Service organization, owning its overall success from delivery to client outcomes. You will be the senior relationship owner, drive retention and expansion, and escalate high-risk client situations with strategic, scalable processes.

You will partner with Sales, Product, Data, Operations and Medical teams to ensure flawless execution, hiring, onboarding, and leadership development across the pod.

Qualifications

• 8+ years leading Customer Success, Client Services or Delivery in SaaS/healthtech/pharma environments.
• Proven ability to manage large, complex enterprise accounts and multi-layered relationships.
• Track record of retention, expansion and strong customer outcomes at scale.

Responsibilities

• Lead a pod within the Client Service organization, owning delivery and outcomes for key clients.
• Coach Sr. Directors and develop leadership capacity across the pod.
• Ensure scalable processes, strong execution, and high customer satisfaction.

Skills

Executive presence

Cross-functional leadership

Strategic thinking

Operational rigor

Commercial mindset

Ambiguity tolerance

Education

8+ years in CS/CD/Delivery leadership in SaaS/healthtech/pharma

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.

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:

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.

Responsibilities

Pod Leadership & Delivery Oversight

• 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

Customer Outcomes & Growth

• 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

Operational Excellence

• 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

Cross-Functional Leadership

• 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

Education & Experience

• 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

Core Competencies

• 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 [e-mail]

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: 12 weeks of paid 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.