$160,000–$160,000 Per Year
Business-to-Business (B2B), Continuous Improvement, Cross-Functional, Customer Acquisition, Customer Experience, Customer Relations, Customer Support/Service, Establish Priorities, Healthcare, Leadership, Mentoring, Performance Metrics, Post-Sales, Product Engineering, Product Management, Product Strategy, Professional Services, Requirements Management, Resource Management, Sales Cycle, Sales Management, Software as a Service (SaaS), Team Building, Time Management, Use Cases
- This role is required to be on site at the company's headquarters in the northern Indianapolis suburb area. The company offers ample flexibility to accommodate a healthy work-life balance.
- Applicants must be authorized to work in the U.S. without sponsorship.
- Providing false information on application questions may result in automatic dismissal of your application. Please answer questions truthfully and to the best of your ability.
Responsibilities
Customer Outcomes at Scale
- 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.
Core Leadership + Team Development Requirements
- Lead, mentor, and scale a high-performing Client Services team composed of:
- Client Operations
- Client Success
- Implementation Architecture
- Professional Services
- Build a high-performing leadership bench and foster a culture of accountability, ownership, and continuous improvement.
- Design clear roles, career paths, and operating expectations as the organization scales.
- Promote a culture of continuous learning and knowledge sharing across the team.
- Ensure appropriate resource allocation and workload balancing to prevent burnout and maintain performance.
Cross-Functional Partnership
- 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.
Operating Rigor + Scalability
- 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.
What Success Looks Like
- Clients experience consistent, high-quality implementations and ongoing support.
- Product releases are deployed on-time and with minimal disruptions.
- Client Services KPIs are clearly defined, tracked, and improving quarter over quarter.
- The services organization scales sustainably, without reliance on heroics.
Leadership and Mindset
- A systems thinker who enjoys building structures where they don't yet exist.
- Comfortable holding leaders accountable while building trust and alignment.
- Energized by growth, ambiguity, and the challenge of scale.
- Strong executive presence with the ability to influence across functions.
- A value-driven leader who models ownership, transparency, and collaboration.
Qualifications
- Minimum of 10 years of experience leading client services, customer success, professional services, or similar teams.
- 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.