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About the Role

The Senior Director, Client Services is responsible for the overall success of every program in their portfolio, acting as a strategic and operational backbone for customers and teams. This role focuses on delivery ownership, setting strategy, designing program execution, resource allocation, quality assurance, and client confidence.

Responsibilities

• Lead delivery strategy and operating plan for all programs in your portfolio, ensuring campaigns are architected to meet client goals.
• 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.
• Develop and maintain resourcing plans across your book of business, ensuring appropriate deployment of CS Managers and Coordinators.
• Ensure delivery plan, resourcing plan, governance model, meeting cadence, escalation and risk mitigation plans, standards, playbooks, and templates are completed with high quality.
• Review and approve all client-facing communications, presentations, and strategic deliverables.
• Maintain oversight of program execution from planning through launch and ongoing optimization.
• Ensure post-QBR action items are clearly defined, assigned, and completed.
• Own a portfolio of pharmaceutical accounts with full accountability for retention, expansion, and program health.
• Act as a strategic consultant to client stakeholders, translating brand imperatives into program design recommendations.
• 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.
• 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.
• Partner with Business Development on upsell and cross-sell opportunities, contributing directly to revenue growth targets.
• 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.
• 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.

Requirements

• 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.
• 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.

Skills

• AI-powered HCP Engagement Engine
• Strategic consulting
• Program design
• Delivery ownership
• Client relationship management
• Team leadership
• Cross-functional collaboration
• Revenue growth
• Retention strategies
• MLR submission and approvals process
• Project management
• Data analysis
• Risk management
• Escalation management

Location

• Remote, US

Work Type

• Full-time
• Remote

Experience Level

• Senior Director

Salary/Compensations

• $120,000–$135,000

Benefits

• Medical, dental, and vision coverage for you and your dependents
• On-demand healthcare concierge
• HSA, FSA & DCFSA with monthly employer contributions to HSA
• 100% paid short- and long-term disability, plus life and AD&D insurance
• Flexible vacation policy
• Paid parental leave
• 401(k) with company match

About the Company

• Impiricus is the first and only AI-powered HCP Engagement Engine, recognized as Deloitte's #1 fastest growing company in North America on the Fast 500 list in 2025.
• Founded by a practicing physician and a senior pharmaceutical executive, Impiricus transforms how life sciences companies support physicians by ethically connecting HCPs to pharma resources, reducing go-to-market costs, and accelerating patient access to treatments.
• The company provides AI technology and real-time channels to life science companies, leveraging the largest opted-in network of HCPs and their insights.
• Impiricus is guided by a council of over 2,000 trusted HCP advisors to ensure clinically meaningful and ethically grounded interactions that lead to better patient care.

Equal Opportunity

• 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.