Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the entire renewal lifecycle for a specific portfolio, from planning 90 days in advance to contract signing.

• Initiate, lead, and finalize discussions regarding renewals.

• Oversee pricing negotiations, contract term discussions, and multi-year deal frameworks.

• Manage decisions regarding discounts and non-standard commercial terms in collaboration with Finance and Legal teams.

• Process and document outcomes related to churn and downsells; conduct churn review meetings alongside CSM counterparts.

• Ensure accurate renewal forecasting within the CRM, including risk indicators and confidence levels.

• Carry out upselling and cross-selling initiatives from start to finish.

• Respond to upsell cues identified by CSMs in the CRM.

• Manage ECI assessments and related determinations.

• Spot and pursue growth opportunities across Platinum, Voice AI, multi-product, and multi-year contracts.

• Collaborate with Sales leadership on whitespace analysis and prioritization for expansion.

• Build and maintain relationships with C-suite executives and economic buyers.

• Facilitate executive introductions and conduct Executive Business Reviews.

• Organize EBRs and ensure completion of follow-up actions related to commercial matters.

• Lead conversations aimed at saving accounts when there is a tangible churn risk.

• Handle customer escalations to C-suite or CEO levels.

• Guide the rollout and escalation of Platinum and Voice AI initiatives with clients.

• Acquire testimonials, case studies, and collaborate on joint presentations.

• Identify clients suitable for advisory boards, reference calls, and co-marketing initiatives.

• Manage the transition of new customers from Sales to Customer Success.

• Direct strategic or commercial onsite visits.

• Provide structured feedback from the field to Product, Marketing, and Executive leadership.

• Collaborate daily with CSMs on account intelligence, customer health, EBR preparation, and responses to churn risks.

• Engage with Product teams regarding significant commercial roadmap input and feature requests.

• Work closely with Finance and Legal on approvals, pricing exceptions, and non-standard terms.

• Update the VP of Account Management and leadership on portfolio developments, risk indicators, and renewal forecasts.

⛳️ Requirements

• 3–7 years of experience in Account Management, Customer Success with commercial responsibility, or a revenue-driven customer-facing role.

• Proven success in managing renewals and achieving GRR or Net Revenue Retention targets.

• Experience in handling complex contract negotiations with mid-market or enterprise clients.

• Comfortable engaging with VP and C-suite levels; capable of steering business discussions focused on customer outcomes.

• Strong commercial acumen: able to identify opportunities, build business cases, and successfully close deals.

• Willingness to travel up to 25% of the time.

• Preferred background in SaaS, Health IT, or revenue cycle/practice management technology.

• Familiarity with GRR and NRR as commercial operating metrics is preferred.

• Experience with CRM systems, with Salesforce being preferred.

• Prior involvement in leading or participating in Executive Business Reviews is preferred.

• Commercial mindset — think in terms of customer value, risks, and revenue implications.

• Ability to establish genuine trust at the executive level.

• Clear understanding of the boundaries between Account Management and Customer Success.

• Organized and proactive in managing a book of business.

• Collaborative working style.

• Resilient in challenging renewal and churn discussions.

🏝️ Benefits

• Opportunity to travel up to 25%.

• Contribution to playbooks, processes, and tools.

• Collaboration with teams in Customer Success, Sales, Product, Finance, and Marketing.