Impact Leader / in Philadelphia, Pennsylvania

Our client is a growth-stage software company seeking an Impact Leader to own relationships with a portfolio of academic medical centers, residency programs, medical schools, and health systems. This is a client-owning role, not an administrative or support position. The Impact Leader serves as the primary relationship lead from onboarding through renewal and expansion, partnering with an Impact Engineer on technical work and a physician adviser on strategic guidance.

The strongest candidates bring enterprise SaaS implementation, customer success, or account management experience including ownership of complex client relationships and change management. Medical education experience is valuable, but enterprise client ownership is the priority.

Responsibilities:

• Own client relationships, expectations, timelines, and scope.
• Lead onboarding from kickoff to go-live, including workshops, process mapping, and project plans.
• Translate client workflows into requirements for the Impact Engineer.
• Monitor adoption, present value in business reviews, and lead renewal and expansion conversations.
• Coordinate client requests, testing, status updates, and escalations.

Qualifications:

• 3–7 years in customer success, account management, implementation, or program management with complex SaaS clients.
• Demonstrated ownership of enterprise client relationships and experience leading change management.
• Strong project management, workshop facilitation, and communication skills.
• Comfort working with data, including Excel and CSV imports, and using AI tools to work efficiently.

Nice to have: Experience in medical education, academic medicine, healthcare IT, or graduate medical education operations. Experience working with enterprise client-facing pros or Physical Therapy and Occupational Therapy professionals. 

Location and Travel: Philadelphia, PA in office. The role includes travel to client sites and conferences, estimated at approximately 25%, with annual site visits for major accounts.

Compensation: Base salary: $100,000-$110,000 + benefits

Schedule: Full-time

Pocketbook Agency is acting solely as a recruiting and placement firm for this position and is not the employer of record for this role unless otherwise explicitly stated. All hiring decisions, compensation, benefits, and employment terms are determined by the client employer. By applying, you acknowledge that submission of an application does not guarantee placement or employment.

Pocketbook Agency is an equal opportunity recruiting firm and does not discriminate in its recruiting, screening, or placement practices based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.