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Salary: USD 175,000 - 190,000 / annual
Impiricus is an AI-powered HCP (Healthcare Provider) Engagement Engine founded by a practicing physician and senior pharmaceutical executive. Named the #1 fastest-growing company in North America on Deloitte's 2025 Fast 500 list, 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 leverages the largest opted-in network of HCPs and is guided by a council of 2000+ trusted HCP advisors.
The Group Account Director leads a pod within the Client Services organization and owns its overall success—from delivery execution to client outcomes to team performance. This is a senior leadership role managing multiple Sr. Directors and their respective teams.
Key Responsibilities:
Pod Leadership & Delivery Oversight: Lead a growing pod of Sr. Directors and their teams. Oversee all client delivery activity across the pod, ensuring consistent execution quality and strong outcomes. Monitor pod health including utilization, campaign pacing, execution quality, and resource allocation.
Executive Client Leadership: Serve as the senior relationship owner across key client accounts, maintaining executive-level engagement. Act as the primary escalation point for complex or high-risk client situations. Ensure clients remain confident and supported during challenging or high-stakes moments.
Team Leadership & Development: Coach and develop Sr. Directors to effectively lead their teams and scale impact. Provide ongoing performance feedback, remove blockers, and build leadership capacity. Support hiring, onboarding, and development of top-tier talent across Customer Success functions.
Customer Outcomes & Growth: Own pod-level client satisfaction, retention signals, and overall delivery quality. Identify expansion opportunities and churn risks early, partnering with commercial leadership on strategy. Influence NRR and GRR outcomes through strong execution and proactive account management.
Operational Excellence: Drive consistent application of delivery standards, escalation protocols, and workflows across the pod. Establish scalable processes that support growth and reduce operational friction. Ensure alignment across teams and functions without relying on formal authority.
Cross-Functional Leadership: Partner closely with Sales, Product, Data, Operations, and Medical teams to ensure seamless execution. Support capacity planning, headcount forecasting, and performance reporting with leadership. Participate in leadership forums to drive cross-pod alignment and share best practices.
Required Qualifications:
- 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 with ability to identify patterns and improve systems
- Operational rigor with ability to scale processes across teams
- Commercial mindset with focus on retention and growth
- Ability to thrive in ambiguity and bring structure to complex environments
