Director of Account Management

About Alaffia & Our MissionEvery year, U.S. health plans lose billions to improper payments and administrative waste. That wasted spending ultimately trickles down across the healthcare ecosystem, driving up costs for plans, providers, and patients alike. We're here to change that paradigm. Alaffia is a new kind of claims operations partner for health plans. Using expert clinicians and transparent AI, we deliver deeper insights, smarter automation, and consistently better outcomes across the entire lifecycle of claims. With Alaffia, health plans can cut wasted spending more effectively than ever — and provide their members the most affordable care. We're a high-growth, venture-backed Series B healthtech startup based in NYC and are actively scaling our company. Join us in helping to build a healthcare system that works better for everyone. (*This position requires current authorization to work in the United States. Unfortunately, we are not in a position to sponsor work visas at this time.) About the Role & What You'll Be DoingWe're looking for a Director of Account Management to build and lead the team responsible for the full customer lifecycle across Alaffia's book of health plan customers. This is a player-coach role: you'll manage and develop a team of Account Managers while also owning strategic oversight of our largest and most complex accounts. You'll be a key partner to Sales, Product, and Leadership in shaping how Alaffia retains and grows its customer base as we scale. Your ResponsibilitiesTeam Leadership & People ManagementHire, coach, and manage a team of Account Managers, setting clear goals, providing regular feedback, and developing their skills in account strategy, negotiation, and healthcare domain expertiseOwn the overall revenue target across the entire AM team's book of business, including onboarding/implementation, expansion, renewals, and retentionEstablish account segmentation, book assignment, and coverage models to ensure the right level of attention across small, mid-size, and strategic health plan accountsBuild and refine team processes, playbooks, and QBR frameworks that AMs use consistently across their portfoliosStrategic Account OwnershipPersonally own relationships with a select portfolio of Alaffia's largest and most strategic health plan customersBuild and nurture executive-level relationships with VP and C-suite stakeholders, payment integrity leaders, and claims operations executives at key accountsLead or oversee Quarterly Business Reviews for strategic accounts, identifying growth opportunities and ensuring customers realize measurable ROI from Alaffia's audits and AI SaaS toolsServe as an escalation point for at-risk accounts, partnering with AMs to resolve issues and protect retentionCross-Functional & Operational LeadershipPartner closely with Sales leadership to ensure a smooth handoff from sale to onboarding, and align on expansion strategy across the joint pipelineWork with Product and Engineering to translate customer feedback and usage trends into a prioritized voice-of-customer input for the roadmapReview portfolio-level volume and revenue trends monthly, identifying risks or opportunities and briefing Leadership accordinglyOwn and continuously improve internal AM policies, procedures, and enablement materials (documentation, training, tooling)Report on team performance, retention, and expansion metrics to Sales/Revenue Leadership and the executive team What We're Looking For6+ years of experience in sales, customer success, or account management in a B2B organization, including 2+ years directly managing a teamDeep understanding of health insurance, medical billing and coding, and payment integrityProven track record of building or scaling an account management function, including hiring, coaching, and performance managementDemonstrated success owning and exceeding a team-level revenue, retention, or expansion targetStrong experience implementing and supporting SaaS and/or services solutions in complex enterprise environmentsExcellent executive presence, with a demonstrated ability to build trusted advisor relationships with senior decision-makersStrong analytical skills, with the ability to synthesize account and portfolio-level data into clear strategic recommendationsExceptional communication, negotiation, and cross-functional collaboration skillsExperience building processes, playbooks, or frameworks from the ground up in a fast-paced, high-growth environmentFamiliarity with CRM and account management tooling, and common SaaS/services retention and expansion metrics (NRR, GRR, expansion rate, etc.) Our CultureAlaffia was born out of our founders' personal connection to the inefficiency of the U.S. healthcare system. We are deeply mission-driven, with an abiding belief that technology can help create a better future for everyone — and we're looking for others who share our passion for change to join the team. What Else Do You Get?Competitive compensation package (cash + equity)Medical, Dental and Vision benefitsFlexible, paid vacation policyWork in a flat organizational structure — direct access to Leadership