VP Client Services

A leading healthcare technology company is seeking a Vice President of Client Services to join their team in the greater 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 the company's headquarters in the northern Indianapolis suburb area. The company 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 a 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 the 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 they don'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.