Founding Account Manager

Key Responsibilities

• Serve as the primary executive relationship owner for a portfolio of commercial health system accounts.
• Build trusted, consultative relationships with key stakeholders at every level—from Site POCs and clinical champions to CMOs, CNOs, and CFOs.
• Monitor account health indicators continuously, including utilization rates, adoption trends, satisfaction scores, and support ticket patterns.
• Own renewal conversations end-to-end, and maintain a ≥90% net revenue retention target across managed portfolio.
• Identify and develop expansion opportunities within existing accounts, including additional clinical departments, specialties, user cohorts, and enterprise-wide rollouts.
• Lead commercial conversations with economic buyers, presenting ROI data, clinical outcomes, and utilization metrics.
• Co-develop comprehensive implementation plans with the Implementation Manager for each new account, ensuring alignment between commercial commitments and operational execution.
• Own 30/60/90-day post-launch check-ins with account executive sponsors, reporting on adoption progress and early outcomes.
• Maintain real-time visibility into key adoption and utilization metrics across all accounts using site health dashboards.
• Analyze performance trends at the account, department, and user cohort level.
• Identify and lead account recovery efforts for at-risk relationships, serving as executive point of accountability.
• Serve as the primary conduit for strategic account intelligence flowing between customers and internal Knowtex teams.
• Translate client feedback, feature requests, and clinical workflow insights into structured, actionable input for Product, Engineering, Customer Delivery, and leadership.
• Ensure clients are informed of product updates, platform improvements, and new capabilities in a timely and compelling way.

Qualifications

• 5-7 years in account management, customer success, or commercial roles within healthcare IT or health technology.
• Demonstrated track record of managing and growing a portfolio of commercial health system accounts.
• Experience owning revenue targets with accountability for net revenue retention and expansion growth.
• Healthcare IT implementation experience with EHR systems, clinical applications, or health information technology.
• Startup or high-growth environment experience with comfort building processes and playbooks from scratch.
• Executive-level stakeholder management experience across clinical, operational, and financial leadership in health systems.