Lead, Account Management

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

📋 Description

• Take charge of Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals, expansion revenue, client lifetime value, and forecasting for the existing client portfolio.

• Create and implement strategies to reduce churn, alleviate revenue risks, and enhance client growth opportunities.

• Set up structured processes for renewals, expansion, and account planning that lead to predictable business outcomes.

• Collaborate closely with Sales leadership to ensure a smooth transition from client acquisition to sustained client growth and value realization.

• Lead and advance Smartlinx's Account Management organization.

• Develop a scalable operating model where Strategic Account Managers oversee executive relationships, strategic account plans, renewals, and growth opportunities, while Client Success Managers focus on adoption, client health, and daily engagement.

• Enhance client segmentation, coverage models, engagement standards, success metrics, and operational processes.

• Create clear accountability for client outcomes, retention, growth, and overall client experience.

• Attract, develop, and retain top talent while fostering a culture of ownership, execution, and continuous improvement.

• Collaborate across the organization to create scalable frameworks for proactively monitoring client health, identifying risks, and prioritizing interventions.

• Establish account planning, renewal governance, and client risk management procedures throughout the portfolio.

• Build and sustain executive relationships across strategic accounts.

• Act as an executive escalation point for significant client opportunities and challenges.

• Work closely with Product, Engineering, Support, Implementation, Finance, and Operations to enhance client outcomes and eliminate barriers to client value.

⛳️ Requirements

• Over 10 years of leadership experience in Account Management, Client Success, Revenue, or related client-facing roles within a SaaS environment.

• Proven success in managing retention, renewals, expansion revenue, and client growth within an existing client base.

• Experience in building and scaling account management organizations, operating models, client segmentation strategies, client health frameworks, and post-sale revenue motions.

• Strong commercial acumen with a history of meeting and exceeding revenue targets.

• Preferred experience in healthcare technology, especially in workforce management, HR technology, or other healthcare SaaS domains.

• Demonstrated capability in building executive client relationships and leading through organizational changes.

• Strong analytical, operational, and leadership abilities with a proven record of driving measurable business results.

🏝️ Benefits

• Medical

• Dental

• Vision

• FSA & HSA

• Life Insurance

• Pet Insurance

• 401(k)