Manager, Client Services Operations

Job Title: Manager, Client Services Operations

Location: Atlanta, GA, USA

Exemption Status: Full-time, exempt

Who We Are

Impiricus is the first and only AI-powered HCP Engagement Engine. Founded by a practicing physician and a senior pharmaceutical executive, Impiricus was created to cut through the noise and put physician care delivery at the forefront. With our unique frontline access to HCPs, their insights, and clinical expertise, we are committed to providing life science companies with innovative channels and AI technology needed to deliver clear, reliable, and evidence-based resources into the hands of HCPs. Guided by a board of trusted physician advisors, we ensure every message leads to better patient care. Welcome to the future of ethical physician and pharma collaboration!

Job Summary:

As Manager of Client Services Operations, you will be the operational engine behind our Client Services (CS) function – ensuring the team can scale with precision, insight, and efficiency. Sitting at the intersection of data, process, and execution, you’ll lead efforts to improve reporting, automate workflows, support campaign delivery, and surface performance insights that drive revenue retention and expansion.

This is a high-impact role for someone who thrives in systems, loves problem-solving, and is excited to enable a world-class CS team to operate at full potential. You’ll work cross-functionally with Strategy, Product, Sales, and Data teams while serving as the right hand to CS leadership.

Responsibilities

• Performance Intelligence: Build and maintain dashboards that track team utilization, campaign velocity, client health, and renewal risk; drive adoption of key performance indicators
• Workflow & Process Optimization: Design and implement streamlined workflows to improve campaign planning, delivery timelines, and touchpoint cadence across CS accounts
• Capacity & Resourcing: Develop and maintain models to forecast campaign load, headcount needs, and team bandwidth; advise CS leadership on strategic staffing decisions
• Systems Ownership: Support CS tools (e.g., HubSpot, JIRA, spreadsheets) and partner with IT, Dev, and/or Ops to configure, automate, and scale team workflows
• Project Leadership: Lead internal initiatives such as onboarding revamp, playbook rollout, and QBR process adoption; coordinate cross-functional execution
• Client Risk Monitoring: Build models and signals to proactively identify at-risk accounts based on engagement lag, delivery delays, or usage patterns
• Operational Enablement: Standardize documentation, onboarding processes, and internal reporting to reduce ramp time and increase CS rep productivity
• Strategic Partnering: Act as a business partner to the SVP of Client Services, advising on roadmap, performance, and operational strategy

Experience

• 5–7 years of experience in operations, strategy, business intelligence, or customer success enablement; startup or high-growth environment preferred
• Strong analytical chops with fluency in Excel, dashboarding tools (Looker, Airtable, Tableau, etc.); SQL proficiency a plus
• Deep project management skills and a track record of driving initiatives from conception to execution
• Experience implementing and optimizing systems and tools for scale
• Highly organized and systems-oriented, with an ability to juggle operational depth and executive-level thinking
• Exceptional communicator; able to translate technical insights into business value and partner effectively across teams
• Prior experience supporting a post-sales or client success function is strongly preferred

Bonus Points

• Previous experience in B2B SaaS, digital health, pharma, or campaign operations
• Consulting background or BizOps / Chief of Staff-type roles
• Experience with campaign fulfillment or time-based services
• Strong familiarity with lifecycle automation or usage-based business models

Benefits

Impiricus focuses on taking care of our teammates’ professional and personal growth and well-being.

• Full support and career-development opportunities to expand your skills, enhance your expertise, and maximize your potential along your career journey;
• A diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table and act.
• Generous Total Rewards Plan including comprehensive healthcare (health, dental, vision), life insurance, unlimited PTO, and 401K matching.

Impiricus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.