Lead Account Manager

About the role

The Lead Account Manager is a strategic, customer-facing player-coach responsible for managing a portfolio of high-value accounts while helping build a more consistent and scalable account management function across Interra Health.

Responsibilities

• Own a portfolio of high-value accounts with full accountability for retention, growth, and executive relationship management — including business reviews, renewal planning, and C-suite engagement.
• Coach Account Managers and Senior Account Managers on customer planning, risk mitigation, stakeholder mapping, and growth strategy.
• Own proactive outreach to the segment book when new products or features roll out — not waiting for clients to discover them; field objections, clear escalation blockers, track adoption, and flag at-risk accounts to the Head of Account Management.
• Lead joint planning conversations with customers to uncover growth opportunities and deepen platform adoption.
• Build and maintain segment-level reporting on customer health, renewal risk, adoption trends, expansion opportunities, and account-level goals — including ARR growth, usage trends, and health scores — for use in executive communications.
• Serve as the primary voice of the customer for the segment, contributing structured insights to roadmap, packaging, and go-to-market decisions.
• Partner with the Head of Account Management to develop consistent AM processes, playbooks, forecasting practices, and operating rhythms.
• Partner cross-functionally with Product, Support, Sales, Marketing, and Operations to advocate for customer needs and manage complex escalations.
• Support the transition from product-based to segment-based account management, helping shape structure and process along the way.

Qualifications

• Typically requires 7+ years of experience in Account Management, Customer Success, or a similar post-sale commercial role, along with a Bachelor’s degree or equivalent practical experience.
• Bridges the gap between sales and customer success, bringing deep knowledge of account management practices, customer health methodologies, and SaaS commercial models, ideally in healthcare technology.
• Operates independently, prioritizes effectively across a complex portfolio, and exercises sound judgment in managing renewals, customer risk, and growth opportunities.
• Navigates complex, multi-stakeholder customer situations involving renewal risk, product limitations, organizational change, or competitive pressure.
• Identifies patterns across accounts and translates them into scalable solutions, process improvements, and escalation priorities.
• Creates practical frameworks and reporting approaches where they do not yet exist.
• Works cross-functionally with Product, Sales, Support, Marketing, Operations, and executive leadership.
• Coaches others while owning a strategic book of business and serves as a key conduit between the field and leadership by translating customer and segment signals into actionable recommendations.