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 p