Vice President, Client Services

Who We Are

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.

About The Position

Clinical Architecture is seeking a Vice President of Client Services to join our team in the Indianapolis IN area. The VP Client Services is a senior leader responsible for ensuring our clients experience is meaningful and provides measurable value from our software products and services from implementation through long-term partnership.

This role owns the full post-sale client experience and will lead the departments accountable for implementation support integrations and client success. The VP Client Services will build a scalable services organization establish strong operational rigor and partner cross-functionally to ensure new capabilities are successfully adopted by clients.

• This role is based on-site at our Carmel IN Headquarters five days a week. While we are an in-office organization we do our best to offer flexibility when needed ensuring both work-life balance and uninterrupted business operations.
• 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 renewal and 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.

Leadership

• Lead and develop team members across:
  • Client Success
  • Implementation
  • Support and Integrations
• 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.

Release Adoption Change Management

• Partner with Product Management Product Engineering and Product Quality to ensure services of readiness for all product releases.
• Establish durable 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.

Cross-Functional Leadership

Partner closely with:

• EVP Client Services and EVP Product on roadmap alignment and client feedback.
• Enablement of readiness training and field communications.
• Sales on client transitions expectations and expansion.
• EVP Client Services to plan cadence metrics and execution discipline.

What Success Looks Like

• Clients experience consistent high-quality implementation and ongoing support.
• Product releases land smoothly and are adopted with minimal disruptions.
• Services KPIs are clearly defined tracked and improving quarter by quarter.
• Escalations decrease as systemic issues are proactively addressed.
• The services organization scales sustainably without reliance on heroics.

Leadership and Mindset

• A systems thinker who enjoys building structures where it doesnt 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

• 5 to 7 years of experience leading client services customer success professional services or similar organizations.
• 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 clients 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.

Clinical Architecture is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race color religion sex national origin gender identity or expression sexual orientation age disability veteran status marital status or any other protected characteristic.