SVP, Client Services – Implementation

Impiricus

SVP, Client Services & Implementation leading delivery for Impiricus's AI-driven healthcare solutions. Overseeing cross-functional teams to ensure high-quality client outcomes.

Posted 5/15/2026full-timeAtlanta • 🇺🇸 United StatesLead💰 $275,000 - $600,000 per yearWebsite

Tech Stack

Tools & technologies

Spark

About the role

Key responsibilities & impact

Lead Client Services and Implementation to deliver consistent, high-quality outcomes across all accounts for our Pulse, Spark and Ascend service lines
Serve as the senior escalation point for executive client stakeholders
Ensure Clients remain confident and supported, especially in high-stakes or complex situations
Focus on value delivered, not just tasks completed
Identify patterns across accounts to improve engagement, adoption, and overall performance
Continuously evolve delivery strategies to maximize client impact and satisfaction
Work with Sales, Product, Analytics to identify additional opportunities for clients
Design and evolve the Customer Delivery org to meet the needs of a fast-growing business
Hire, develop, retain top-tier Client Services talent and build a strong leadership bench for future growth
Diagnose gaps in performance across accounts and implement process-level improvements
Establish a clear roadmap for scaling delivery as the company grows
Create a culture of accountability, coaching, and continuous improvement
Create a sustainable org chart that stays ahead of the company’s growing needs, while remaining nimble and agile
Orchestrate alignment across Sales, Product, Data, Operations, and other teams on client needs from startup to completion
Drive progress without relying on formal authority or perfect conditions
Ensure smooth handoffs, clear ownership, and shared accountability across functions
Implement repeatable processes for onboarding, implementation, and ongoing account management
Implement processes to manage capacity and resourcing to drive efficient scaling and utilization
Establish governance, risk management, and escalation frameworks
Bring operational rigor to a complex and evolving environment
Partner closely with commercial teams to drive retention and expansion across all customer types
Identify opportunities for upsell and long-term account growth
Ensure delivery quality directly supports renewals and referenceable clients.

Requirements

What you’ll need

10+ years proven experience leading Client Services, Implementation, or Delivery organizations at scale
Track record of building and scaling teams, processes, and systems in high-growth environments
5+ years of experience leading and scaling customer-facing teams in roles of advancing responsibility in a SaaS, healthcare technology, life sciences, or enterprise software environment.
Experience owning enterprise customer implementations from kickoff through launch, including timelines, risks, dependencies, and executive communication.
Proven track record managing customer retention, renewals, account growth, GRR, NRR, and churn reduction.
Experience working directly with senior customer stakeholders, including VP, C-level, and enterprise decision-makers.
Strong background building scalable customer processes, playbooks, reporting, operating rhythms, and team performance standards.
Experience partnering cross-functionally with Sales, Product, Finance, Data, and Operations to improve customer outcomes and business performance.
Experience handling highly complex escalations and solving them to reach strong mutually aligned results
Track record that demonstrates ability to listen to customer needs and goals and drive outcomes and results to prove success and exceed customer expectations

Benefits

Comp & perks

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
Home Office Setup: We’ll make sure you have the essential equipment you need to hit the ground running from home
401(k): Save for your future with tax advantages (and company match!)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

client servicesimplementationdelivery managementcustomer retentionaccount growthSaaShealthcare technologylife sciencesenterprise softwareprocess improvement

Soft Skills

leadershipcommunicationproblem-solvingstrategic thinkingcoachingaccountabilitycollaborationadaptabilitycustomer focusrelationship management