About The PositionClinical 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.
- This role is required to be on site at our Carmel, IN Headquarters. Clinical Architecture 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.
ResponsibilitiesCustomer 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 our 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 our 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 it doesn'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.
Why Clinical Architecture?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.
