Lead, Account Management

Key Responsibilities

• Own Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals, expansion revenue, client lifetime value, and forecasting across the existing client portfolio.
• Develop and execute strategies to minimize churn, mitigate revenue risk, and maximize client growth opportunities.
• Establish disciplined renewal, expansion, and account planning processes that drive predictable business outcomes.
• Partner closely with Sales leadership to ensure a seamless transition from client acquisition to long-term client growth and value realization.

Account Management Leadership

• Lead and evolve Smartlinx's Account Management organization.
• Refine client segmentation, coverage models, engagement standards, success metrics, and operating processes.
• Establish clear accountability for client outcomes, retention, growth, and client experience.
• Recruit, develop, and retain top talent while building a culture of ownership, execution, and continuous improvement.

Client Health & Executive Engagement

• Partner across the organization to develop scalable frameworks to proactively monitor client health, identify risk, and prioritize intervention.
• Establish account planning, renewal governance, and client risk management processes across the portfolio.
• Build and maintain executive relationships across strategic accounts.
• Serve as an executive escalation point for key client opportunities and challenges.

Cross-Functional Leadership

• Partner closely with Product, Engineering, Support, Implementation, Finance, and Operations to improve client outcomes and remove barriers to client value.
• Ensure client feedback, adoption trends, and market insights influence business priorities and product direction.
• Drive alignment across teams to improve retention, expansion, and overall client experience.

Requirements

• 10+ years of leadership experience in Account Management, Client Success, Revenue, or related client-facing functions within a SaaS environment.
• Proven success owning retention, renewals, expansion revenue, and client growth across an existing client base.
• Experience building and scaling account management organizations, operating models, client segmentation strategies, client health frameworks, and post-sale revenue motions.
• Strong commercial acumen with experience carrying and delivering against revenue targets.
• Healthcare technology experience preferred, ideally within workforce management, HR technology, or other healthcare SaaS environments.
• Demonstrated ability to build executive client relationships and lead through organizational change.
• Strong analytical, operational, and leadership skills with a track record of driving measurable business outcomes.