SVP, Client Services – Implementation

Role Overview

• Lead Client Services and Implementation to deliver consistent, high-quality outcomes across all accounts for our Pulse, Spark and Ascend service lines
• Serve as the senior escalation point for executive client stakeholders
• Ensure Clients remain confident and supported, especially in high-stakes or complex situations
• Focus on value delivered, not just tasks completed
• Identify patterns across accounts to improve engagement, adoption, and overall performance
• Continuously evolve delivery strategies to maximize client impact and satisfaction
• Work with Sales, Product, Analytics to identify additional opportunities for clients
• Design and evolve the Customer Delivery org to meet the needs of a fast-growing business
• Hire, develop, retain top-tier Client Services talent and build a strong leadership bench for future growth
• Diagnose gaps in performance across accounts and implement process-level improvements
• Establish a clear roadmap for scaling delivery as the company grows
• Create a culture of accountability, coaching, and continuous improvement
• Create a sustainable org chart that stays ahead of the company’s growing needs, while remaining nimble and agile
• Orchestrate alignment across Sales, Product, Data, Operations, and other teams on client needs from startup to completion
• Drive progress without relying on formal authority or perfect conditions
• Ensure smooth handoffs, clear ownership, and shared accountability across functions
• Implement repeatable processes for onboarding, implementation, and ongoing account management
• Implement processes to manage capacity and resourcing to drive efficient scaling and utilization
• Establish governance, risk management, and escalation frameworks
• Bring operational rigor to a complex and evolving environment
• Partner closely with commercial teams to drive retention and expansion across all customer types
• Identify opportunities for upsell and long-term account growth
• Ensure delivery quality directly supports renewals and referenceable clients.

Requirements

• 10+ years proven experience leading Client Services, Implementation, or Delivery organizations at scale
• Track record of building and scaling teams, processes, and systems in high-growth environments
• 5+ years of experience leading and scaling customer-facing teams in roles of advancing responsibility in a SaaS, healthcare technology, life sciences, or enterprise software environment.
• Experience owning enterprise customer implementations from kickoff through launch, including timelines, risks, dependencies, and executive communication.
• Proven track record managing customer retention, renewals, account growth, GRR, NRR, and churn reduction.
• Experience working directly with senior customer stakeholders, including VP, C-level, and enterprise decision-makers.
• Strong background building scalable customer processes, playbooks, reporting, operating rhythms, and team performance standards.
• Experience partnering cross-functionally with Sales, Product, Finance, Data, and Operations to improve customer outcomes and business performance.
• Experience handling highly complex escalations and solving them to reach strong mutually aligned results
• Track record that demonstrates ability to listen to customer needs and goals and drive outcomes and results to prove success and exceed customer expectations

Tech Stack

• Spark

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: Paid parental 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
• Home Office Setup: We’ll make sure you have the essential equipment you need to hit the ground running from home
• 401(k): Save for your future with tax advantages (and company match!)