Account Manager

Summary

Join CopilotIQ + Biofourmis, a leader in AI-driven in-home healthcare, as an Account Manager. This key role drives customer success and revenue growth by managing and expanding long-term relationships with healthcare clients. You will serve as the primary point of contact for strategic and commercial matters, ensuring clients receive consistent value and identifying new partnership opportunities. The position requires managing account financials, monitoring customer health, and collaborating with internal teams. Success in this role involves achieving key performance indicators (KPIs) like customer retention and revenue growth. You will also represent client needs in strategic planning and lead regular business reviews.

Requirements

• 5+ years of experience in account management, customer success, or strategic partnerships, preferably in healthcare, SaaS, or digital health
• Proven success in managing complex customer relationships and driving revenue growth
• Strong business acumen with experience managing account-level financials (P&L)
• Excellent communication, relationship-building, and problem-solving skills
• Experience working cross-functionally in a fast-paced, evolving environment
• Professional and effective communication style that translates across all members of the team and members
• A willingness to jump in and help where needed to ensure team success
• An attitude and work ethic that meets the core values and goals of CopilotIQ
• Ability to travel as needed to support client relationships and business reviews

Responsibilities

• Serve as the main business contact for assigned client accounts, developing strong, trusted relationships with key stakeholders
• Drive account growth of 10% through strategic upsells, cross-sells, and partnership referrals
• Own retention KPIs such as customer lifetime value (CLV), churn rate, and net promoter score (NPS), driving over 95% customer retention
• Own the account P&L, tracking revenue performance, forecasting renewal risk, and driving profitability
• Monitor and manage overall customer health by aligning internal teams, resolving escalations, and ensuring timely delivery of services
• Partner with internal teams (clinical, product, implementation, sales) to ensure ongoing alignment with customer goals
• Prepare and lead regular business reviews with clients, showcasing performance metrics, ROI, and optimization opportunities
• Advocate for the customer internally, representing their needs in strategic planning discussions