Director, Client Services

Job Title: Director, Client Services

Location: Remote, US

Exemption Status: Full-time, Exempt

Who We Are

Impiricus is the first and only AI-powered HCP Engagement Engine. In 2025, Deloitte named Impiricus the #1 fastest growing company in North America on 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 2,000+ trusted HCP advisors, we ensure every interaction is clinically meaningful, ethically grounded, and leads to better patient care.

Job Summary

The Senior Director, Client Services is responsible for the overall success of every program in their portfolio. This is not a relationship management role — it is a delivery ownership role. You will set the strategy, design how programs run, resource them correctly, hold the quality bar, and keep clients confident throughout the engagement.

You will lead a team of CS Managers and function as the strategic and operational backbone of your customer and teams — translating client goals into clear operating plans, driving accountability across internal and external stakeholders, and ensuring the commercial health of your book of business.

Duties & Responsibilities

Delivery Strategy & Program Ownership

• Lead delivery strategy and operating plan for all programs in your portfolio, ensuring campaigns are architected to meet client goals before a single execution step begins
• Translate strategic objectives into executable delivery plans, team structures, timelines, and workflows
• Own the governance model for each account — defining meeting cadence, decision rights, escalation paths, and communication protocols at program launch
• Develop and maintain resourcing plans across your book of business, ensuring CS Managers and Coordinators are deployed appropriately against program complexity, phase, and client tier
• Get in the weeds to ensure the following are consistently completed with high quality: delivery plan and resourcing plan, governance model and meeting cadence, escalation and risk mitigation plans, standards, playbooks, and templates
• Review and approve all client-facing communications, presentations, and strategic deliverables before they go out — consistency, accuracy, and quality are non-negotiable
• Maintain oversight of program execution from planning through launch and ongoing optimization
• Ensure post-QBR action items are clearly defined, assigned, and completed

Strategic Client Leadership & Revenue Ownership

• Own a portfolio of pharmaceutical accounts with full accountability for retention, expansion, and program health — including clients with $5-10M+ in annual business
• Act as a strategic consultant to client stakeholders — translating brand imperatives into program design recommendations, not just execution plans
• Develop annual account growth plans aligned to client brand and portfolio strategy, identifying expansion opportunities proactively
• Lead QBRs, presenting campaign analytics, operational performance, and recommended optimizations with a clear point of view — not just a data recap
• Own the brand-level health and retention plan, including proactive risk identification, mitigation planning, and follow-through on all post-QBR action items
• Display deep understanding and ownership of the full MLR submission and approvals process, serving as the internal expert on content guardrails and platform functionality
• Partner with Business Development on upsell and cross-sell opportunities, contributing directly to revenue growth targets

Team & Cross-Functional Leadership

• Manage and mentor a team of CS Managers and Coordinators, holding the team accountable to delivery standards while actively developing their strategic and consultative capabilities
• Lead cross-functional collaboration across Sales, Operations, Product, and Data to design and deliver integrated solutions — not just coordinate handoffs
• Serve as the internal voice of your accounts, contributing client feedback and market insight to Product roadmap prioritization and department-level initiatives
• Lead escalation management and issue resolution across delivery, operations, and client concerns — proactively, before they reach the client

What Success Looks Like

• Programs are thoughtfully designed and well-resourced from the start
• Delivery is consistent, high quality, and aligned to client goals
• Clients feel informed, confident, and well-supported
• Risks and escalations are handled proactively and effectively
• Teams operate with strong process discipline and clear accountability
• Brand health is protected and retention opportunities are strengthened

Experience

• 4+ years of experience delivering software platforms or complex programs to clients with increasing size and complexity
• Proven experience working on clients with $5M+ in annual business
• Experience in pharmaceutical life sciences, health tech, or a SaaS/platform environment serving pharma clients
• Proven ability to operate as a strategic consultant to pharma brand teams, translating business objectives into program design and delivery plans
• Experience building and owning governance structures, delivery frameworks, and cross-functional operating models for complex, multi-phase programs
• Demonstrated track record leading and developing high-performing CS or account teams
• Deep understanding of MLR submission and approvals processes, content guardrails, and technical platform functionality
• Exceptional QBR and executive presentation skills — comfortable presenting performance data with a clear point of view and concrete recommendations
• Proven track record driving retention and revenue growth through consultative client partnership
• Strong command of project management tools (Asana or equivalent) — owning a live project plan across a high-volume book of business, not just tracking tasks
• Comfortable using data and performance insights to guide recommendations and optimizations
• Strong judgment in managing risk, navigating escalations, and maintaining stakeholder trust
• Ability to manage a high-complexity portfolio autonomously in a fast-paced, deadline-driven environment
• Travel up to 1-2x per quarter

Compensation & Benefits

Base salary range: $120,000–$135,000. 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.

Important Notice

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 [email protected]

Benefits:

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: Paid parental 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.