Vice President, Client Services

About this role

<div class="content-intro"><p><strong>Who We Are</strong></p> <p>Clinical Architecture is at the forefront of healthcare IT innovation. Our team is an ambitious group of diverse leaders who balance creativity and expertise to solve tough problems that make a difference. Our environment is positive, casual, and comprised of people dedicated to delivering world-class solutions and exceptional customer service. Come join our team for happier workdays.  </p></div><p><strong>About The Position</strong></p> <p>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.<br><br>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.</p> <ul> <li><em>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.</em></li> <li><em>Applicants must be authorized to work in the U.S. without sponsorship.</em></li> <li><em>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.</em></li> </ul> <p><strong>Responsibilities</strong></p> <p><em>Customer Outcomes at Scale</em></p> <ul> <li>Own end-to-end client outcomes across the post-sale life cycle, from implementation to expansion.</li> <li>Ensure clients achieve predictable time-to-value, strong adoption, platform stability, and long-term success.</li> <li>Serve as the executive escalation point for critical client issues and relationships.</li> </ul> <p><em>Core Leadership + Team Development Requirements </em></p> <ul> <li>Lead, mentor, and scale our high-performing Client Services team composed of: <ul> <li>Client Operations</li> <li>Client Success</li> <li>Implementation Architecture</li> <li>Professional Services</li> </ul> </li> <li>Build a high-performing leadership bench and foster a culture of accountability, ownership, and continuous improvement.</li> <li>Design clear roles, career paths, and operating expectations as our organization scales.</li> <li>Promote a culture of continuous learning and knowledge sharing across the team.</li> <li>Ensure appropriate resource allocation and workload balancing to prevent burnout and maintain performance.</li> </ul> <p><em>Cross-Functional Partnership</em></p> <ul> <li>Partner with Product Management, Product Engineering, and Product Quality to ensure product releases can be adopted seamlessly by clients.</li> <li>Establish feedback loops from clients and the field into product strategy and prioritization.</li> </ul> <p><em>Operating Rigor + Scalability</em></p> <ul> <li>Define and own Client Services' KPIs and OKRs, ensuring progress is visible and measurable.</li> <li>Design scalable processes and tools that support growth without sacrificing quality.</li> <li>Balance standardization with flexibility across client segments and use cases.</li> </ul> <p><em>What Success Looks Like </em></p> <ul> <li>Clients experience consistent, high-quality implementations, and ongoing support.</li> <li>Product releases are deployed on-time and with minimal disruptions.</li> <li>Client Services KPIs are clearly defined, tracked, and improving quarter over quarter.</li> <li>The services organization scales sustainably, without reliance on heroics.</li> </ul> <p><strong>Leadership and Mindset</strong></p> <ul> <li>A systems thinker who enjoys building structures where it doesn’t yet exist.</li> <li>Comfortable holding leaders accountable while building trust and alignment.</li> <li>Energized by growth, ambiguity, and the challenge of scale.</li> <li>Strong executive presence with the ability to influence across functions.</li> <li>A value-driven leader who models ownership, transparency, and collaboration.</li> </ul> <p><strong>Qualifications</strong></p> <ul> <li>Minimum of 10 years of experience leading client services, customer success, professional services, or similar teams.</li> <li>Minimum of 5 years managing Directors and/or large teams.</li> <li>Proven success scaling services in high-growth, enterprise SaaS or complex B2B environments.</li> <li>Experience partnering deeply with Product and Engineering teams.</li> <li>Experience supporting or scaling international customers and services operations is a strong plus.</li> <li>Healthcare or regulated industry experience is strongly preferred.</li> </ul><div class="content-conclusion"><p><strong>Why Clinical Architecture?</strong><br><em>We…