VP Client Services

Vice President Of 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.