[Hiring] Group Account Director @Impiricus

Role Description

The Group Account Director leads a pod within the Client Service organization and owns its overall success — from delivery execution to client outcomes to team performance. This individual is the senior client relationship owner for their pod, accountable for delivering at a high level for every client the pod serves and, in turn, driving retention and expansion. They act as the primary escalation point for complex client issues and set the standard for operational discipline as the pod scales.

Responsibilities

• Pod Leadership & Delivery Oversight
  • Lead a growing pod comprising of multiple Sr. Directors and their respective teams
  • Oversee all client delivery activity across the pod, ensuring consistent execution quality and strong outcomes
  • Monitor overall 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, particularly during challenging or high-stakes moments
• Team Leadership & Development
  • Coach and develop Sr. Directors, helping them effectively lead their teams and scale their impact
  • Provide ongoing performance feedback, remove blockers, and build leadership capacity within the pod
  • 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

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

Core Competencies

• Executive presence and ability to navigate high-stakes client conversations
• Strong cross-functional leadership and influence
• Strategic thinker with the ability to identify patterns and improve systems
• Operational rigor with the ability to scale processes across teams
• Commercial mindset with a focus on retention and growth
• Ability to thrive in ambiguity and bring structure to complex environments

Benefits

• 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: 12 weeks of paid 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.
• 401(k): Save for your future with tax advantages (and company match!)