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.

AI Expectations

Leverage AI-enabled tools to improve customer health monitoring, streamline reporting workflows, surface renewal risk earlier, and increase the speed and quality of insights delivered to internal stakeholders and customers. Familiarity with tools such as ChatGPT or Claude is a plus; candidates who use AI thoughtfully to improve execution, prioritization, and decision-making will be well positioned for success in this role.

What You’ll Bring

• Degree & Years of Experience: 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.
• Knowledge & Application: Brings 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.
• Complexity & Problem Solving: 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.
• Collaboration & Interaction: 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.