Vice President, Client Services

About the position

Clinical Architecture is seeking a Vice President of Client Services to join our team in the Indianapolis, IN area. The Vice President, Client Services is a senior leader responsible for delivering exceptional client outcomes while building a high performing, engaged, and continuously developing team.

This role owns the full post-sale client experience and will lead the departments accountable for client implementations, operations, success (account management) and professional services. The Vice President, Client Services will maintain a scalable services organization, ensuring strong operational rigor, and partner cross-functionally to ensure products meet client expectations and are successfully adopted.

Responsibilities

• Own end-to-end client outcomes across the post-sale life cycle, from implementation to expansion.
• Ensure clients achieve predictable time-to-value, strong adoption, platform stability, and long-term success.
• Serve as the executive escalation point for critical client issues and relationships.
• Partner with Product Management, Product Engineering, and Product Quality to ensure product releases can be adopted seamlessly by clients.
• Establish feedback loops from clients and the field into product strategy and prioritization.
• Define and own Client Services' KPIs and OKRs, ensuring progress is visible and measurable.
• Design scalable processes and tools that support growth without sacrificing quality.
• Balance standardization with flexibility across client segments and use cases.

Qualifications

• A minimum of 10 years of experience leading client services, customer success, professional services, or similar teams.
• A minimum of 5 years managing Directors and/or large teams.
• Proven success scaling services in high-growth, enterprise SaaS or complex B2B environments.
• Experience partnering deeply with Product and Engineering teams.
• Experience supporting or scaling international customers and services operations is a strong plus.
• Healthcare or regulated industry experience is strongly preferred.

Benefits

We offer:

• Opportunities for learning, development, and growth.
• Experiences that connect you with colleagues.
• A laid-back work environment with thoughtful amenities.
• Paid Volunteer Time, Paid Holidays & PTO, including our own winter break week for full-time team members.
• Sabbatical opportunities for tenured team members.
• Comprehensive Medical, Dental, Vision, and ancillary insurance options for eligible employees.
• Maternity and Parental leave benefits.
• Employer paid Short-term Disability & Long-term Disability.
• Health and Wellness incentives.
• 401k Matching.
• Better workdays.

Company Culture

We are an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity or expression, sexual orientation, age, disability, veteran status, marital status, or any other protected characteristic.