SVP, Client Services & Implementation

Impiricus•Atlanta, GA

8d•Hybrid

About The Position

Impiricus is seeking an SVP, Client Services & Implementation to lead and scale its Client Services and Implementation organization. This is a critical leadership role responsible for ensuring flawless delivery, driving strong client outcomes, and building the operating discipline needed to support the company's next phase of growth. The role sits at the center of the business, partnering across Sales, Product, Data, Operations, and Medical/MLR to ensure exceptional client value delivery and to build a scalable, high-performing delivery engine. This position is ideal for someone who thrives in complexity, brings structure to ambiguity, and is energized by building teams and systems from the ground up.

Requirements

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.
Executive presence with the ability to navigate difficult client conversations and escalations.
Strong cross-functional leadership and influence.
Strategic thinker who can identify patterns and drive system-level improvements.
Deep operational rigor with the ability to turn complexity into scalable processes.
Commercial mindset with a clear understanding of how delivery impacts retention and growth.
Hands-on leader who is comfortable rolling up their sleeves.
Thrives in ambiguity and brings structure to chaos.
High bar for talent, with a passion for hiring and developing top performers.
Outcome-oriented, with a focus on delivering real client value.

Responsibilities

Own Customer Delivery End-to-End
Lead Client Services and Implementation to deliver consistent, high-quality outcomes across all accounts for 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.
Drive Exceptional Client Outcomes by focusing 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, and Analytics to identify additional opportunities for clients.
Build and Scale the Organization by designing and evolving the Customer Delivery org to meet the needs of a fast-growing business.
Hire, develop, and 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.
Lead Cross-Functional Execution by orchestrating 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.
Build Scalable Systems and Processes by implementing 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.
Guide Delivery to Unlock Growth by partnering 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.