Group Account Director, Client Services

Job Summary:

The Group Account Director leads a pod within the Client Service organization and owns its overall success — from delivery execution to client outcomes to team performance. This individual is the senior client relationship owner for their pod, accountable for delivering at a high level for every client the pod serves and, in turn, driving retention and expansion.

They act as the primary escalation point for complex client issues and set the standard for operational discipline as the pod scales.

Responsibilities:
Pod Leadership & Delivery Oversight

Lead a growing pod comprising of multiple Sr. Directors and their respective teams
Oversee all client delivery activity across the pod, ensuring consistent execution quality and strong outcomes
Monitor overall pod health including utilization, campaign pacing, execution quality, and resource allocation

Executive Client Leadership

Serve as the senior relationship owner across key client accounts, maintaining executive-level engagement
Act as the primary escalation point for complex or high-risk client situations
Ensure clients remain confident and supported, particularly during challenging or high-stakes moments

Team Leadership & Development

Coach and develop Sr. Directors, helping them effectively lead their teams and scale their impact
Provide ongoing performance feedback, remove blockers, and build leadership capacity within the pod
Support hiring, onboarding, and development of top-tier talent across Customer Success functions

Customer Outcomes & Growth

Own pod-level client satisfaction, retention signals, and overall delivery quality
Identify expansion opportunities and churn risks early, partnering with commercial leadership on strategy
Influence NRR and GRR outcomes through strong execution and proactive account management

Operational Excellence

Drive consistent application of delivery standards, escalation protocols, and workflows across the pod
Establish scalable processes that support growth and reduce operational friction
Ensure alignment across teams and functions without relying on formal authority

Cross-Functional Leadership

Partner closely with Sales, Product, Data, Operations, and Medical teams to ensure seamless execution
Support capacity planning, headcount forecasting, and performance reporting with leadership
Participate in leadership forums to drive cross-pod alignment and share best practices

Education & Experience

8+ years of experience in Customer Success, Client Services, or Delivery leadership within SaaS, healthtech, or pharma-related environments
Proven experience managing large, complex enterprise accounts and multi-layered client relationships
Demonstrated success leading and scaling teams, including managing leaders of leaders
Track record of driving retention, expansion, and strong customer outcomes at scale

Core Competencies
Executive presence and ability to navigate high-stakes client conversations
Strong cross-functional leadership and influence
Strategic thinker with the ability to identify patterns and improve systems
Operational rigor with the ability to scale processes across teams
Commercial mindset with a focus on retention and growth
Ability to thrive in ambiguity and bring structure to complex environments