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 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.

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 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 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

• 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.

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.