Impact 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

Our client is a growth-stage software company seeking an Impact Leader to own relationships with a portfolio of academic medical centers, residency programs, medical schools, and health systems. This is a client-owning role, not an administrative or support position. The Impact Leader serves as the primary relationship lead from onboarding through renewal and expansion, partnering with an Impact Engineer on technical work and a physician adviser on strategic guidance.

The strongest candidates bring enterprise SaaS implementation, customer success, or account management experience including ownership of complex client relationships and change management. Medical education experience is valuable, but enterprise client ownership is the priority.

Key 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.

Qualifications

• 3–7 years in customer success, account management, implementation, or program management with complex SaaS clients.
• Demonstrated 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.

Nice to have:

Experience in medical education, academic medicine, healthcare IT, or graduate medical education operations. Experience working with enterprise client-facing pros or Physical Therapy and Occupational Therapy professionals.

Location and travel

Philadelphia, PA in office. The role includes travel to client sites and conferences, estimated at approximately 25%, with annual site visits for major accounts.