Group Account Manager

Job Description:

• Manage relationships across a large portfolio of SMB healthcare customers, prioritizing engagement based on customer needs, account health, and growth opportunities
• Identify at-risk accounts, address customer concerns, and implement retention strategies
• Analyze product usage, customer needs, and account potential to uncover and close upsell and cross-sell opportunities
• Support successful onboarding, training, and continued product utilization
• Develop scalable account management processes and streamline workflows
• Use CRM systems, customer health indicators, and usage insights to identify trends and prioritize efforts
• Collaborate with Customer Success, Sales, Product, and Support teams to resolve challenges and improve customer experience
• Take ownership of customer outcomes and solve problems independently
• Manage, retain, and expand a portfolio of B2B healthcare customers, primarily small medical practices and micro-clinics with 2–5 providers

Requirements:

• 5–8 years of relevant experience in account management, customer success, or a related customer-facing role, preferably within B2B SaaS
• Demonstrated success managing a high-volume portfolio of SMB or small-to-medium business accounts
• Proven track record of improving customer retention, driving renewals, and identifying expansion opportunities
• Experience developing or improving scalable account management processes and customer engagement strategies
• Strong analytical skills and ability to interpret customer data, prioritize accounts, and identify actionable opportunities
• Excellent communication and relationship-building skills, including navigating challenging customer conversations
• Ability to operate independently in a fast-paced, entrepreneurial environment with evolving processes
• Strong ownership, accountability, adaptability, and commitment to exceptional customer experiences
• Experience at an early-stage or high-growth technology company is a nice-to-have
• Experience with healthcare providers, medical practices, or healthcare technology products is a nice-to-have
• Familiarity with AI-powered tools and products is a nice-to-have
• Experience with CRM and productivity platforms such as HubSpot, Gong, Slack, Google Workspace, or similar tools is a nice-to-have
• Experience working effectively with distributed teams in collaborative, asynchronous environments is a nice-to-have

Benefits:

• Competitive compensation and equity in a high-growth company
• Medical, dental, and vision benefits for eligible U.S.-based employees
• Unlimited PTO
• A 401(k) plan
• Collaborative, ambitious team committed to making healthcare better
• Opportunity to make an immediate impact on a rapidly growing product that improves clinicians’ lives