Senior VA Account Manager

About SonderMind

SonderMind provides accessible, personalized mental healthcare that produces high-quality outcomes for patients. SonderMind's individualized approach to care starts with innovative technology to help people find the right, in-network therapist for them, should they choose to use their insurance. From there, SonderMind's clinicians deliver best-in-class care to all patients by focusing on high-quality clinical outcomes.

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About The Role

SonderMind is hiring a VA Account Manager to join our Military and Government Partnerships team. This role manages day-to-day relationships across two key partnership channels: VA Medical Centers (VAMCs) operating under the Community Care Network (CCN), and TRICARE-covered active duty service members and their dependents through MTFs (Military Treatment Facilities), base clinics, and Family Readiness programs.

You will serve as the primary point of contact across your assigned territory, helping Veterans, active duty families, and military-connected individuals access mental health services through SonderMind. You'll work closely with the Head of Military and Government Partnerships, Care Operations, and the senior AMs, managing a defined set of VA and TRICARE relationships and building deep familiarity with the referral systems, authorization workflows, and people that make both partnership channels work.

This is a great fit for someone who wants to grow their account management experience in a mission-driven, complex dual-channel partnership environment serving those who serve.

What You'll Do

• Manage day-to-day relationships with VAMC Community Care staff, MTF clinic coordinators, and Family Readiness Officers across an assigned territory, serving as a reliable, responsive point of contact for referral coordination, authorization questions, and account needs across both VA CCN and TRICARE channels
• Support Veterans in accessing Community Care Network (CCN) mental health services and TRICARE-covered active duty dependents in accessing in-network behavioral health care — resolving scheduling, onboarding, and access barriers in partnership with internal teams
• Track referral activity and account health across assigned VA and TRICARE sites, escalating patterns and systemic issues to the senior AM and internal programs team
• Train VAMC staff on SonderMind's CCN referral processes and MTF/base clinic staff on TRICARE authorization and scheduling workflows, ensuring all partners can send referrals confidently
• Cook with Care Coordination, Provider Success, and Billing teams to resolve account-level issues affecting both VA and TRICARE beneficiaries
• Maintain accurate records of account activity, VAMC and MTF contacts, authorization status, and escalation notes in Salesforce
• Support the senior AM and Head of Military and Government Partnerships with reporting, site-specific insights, and preparation for strategic conversations across both VA and TRICARE accounts

Who You Are

• 4–6 years experience in account management, client success, or a client-facing coordination role
• 2+ years experience working with or within the Department of Veterans Affairs, VA Community Care Network, or TRICARE programs
• Strong relationship-building and communication skills — comfortable working directly with external partners across government and military environments and navigating multi-stakeholder organizations
• Organized and detail-oriented, able to manage multiple accounts and follow through on commitments
• Collaborative mindset with experience working cross-functionally to resolve customer issues
• Comfortable with CRM tools (Salesforce preferred) and working in fast-paced, evolving environments

Nice to Have

• MSA or MTF liaison experience strongly preferred
• Background in healthcare, behavioral health, or tech-enabled services
• Familiarity with government payer programs, TRICARE authorization workflows, or enterprise client management
• Personal connection to military or veteran communities a plus