Group Account Director, Client Services

Impiricus

. Lead a growing pod comprising multiple Senior Directors and their teams .

Posted 10/8/2026full-timeRemote • United StatesLead💰 $175,000 - $190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Customer Success and Delivery leadership, with a focus on managing complex enterprise accounts and driving client satisfaction and retention. Proven ability to lead and scale teams while fostering cross-functional collaboration and strategic growth.

Highest-signal resume keywords

Customer Success LeadershipEnterprise Account ManagementTeam Scaling and DevelopmentRetention and Expansion StrategiesCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Delivery OversightPerformance ReportingCapacity PlanningOperational RigorProcess ImprovementEscalation ProtocolsUtilization MonitoringCampaign PacingResource AllocationStrategic Thinking

Soft Skills

Executive PresenceInfluenceCoachingProblem-SolvingAdaptability

Industry Keywords

SaaSHealthtechPharmaClient ServicesDelivery Leadership

About the role

Key responsibilities & impact

Lead a growing pod comprising multiple Senior Directors and their teams
Oversee client delivery activity across the pod, ensuring consistent execution quality and outcomes
Monitor pod health, including utilization, campaign pacing, execution quality, and resource allocation
Serve as senior relationship owner across key client accounts with executive-level engagement
Act as primary escalation point for complex or high-risk client situations
Coach and develop Senior Directors and build leadership capacity
Provide performance feedback, remove blockers, and support team scaling
Support hiring, onboarding, and development of talent across Customer Success functions
Own pod-level client satisfaction, retention signals, and delivery quality
Identify expansion opportunities and churn risks, partnering with commercial leadership
Influence NRR and GRR outcomes through execution and proactive account management
Drive delivery standards, escalation protocols, and workflows across the pod
Establish scalable processes that support growth and reduce operational friction
Ensure cross-functional alignment without relying on formal authority
Partner with Sales, Product, Data, Operations, and Medical teams
Support capacity planning, headcount forecasting, and performance reporting
Participate in leadership forums to drive cross-pod alignment and share best practices

Requirements

What you’ll need

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 thinking and ability to identify patterns and improve systems
Operational rigor and ability to scale processes across teams
Commercial mindset focused on retention and growth
Ability to thrive in ambiguity and bring structure to complex environments

Benefits

Comp & perks

Medical, dental, and vision coverage for you and your dependents + on-demand healthcare concierge
Pre-tax HSA, FSA, and DCFSA savings options, with monthly employer HSA contributions if enrolled in a high-deductible plan
100% paid short- and long-term disability insurance
Life and AD&D insurance
Flexible vacation policy
12 weeks of paid parental leave after 6 months
Remote work option; in-person collaboration encouraged for employees near an office
401(k) with company match