Account Manager

Summary

Join Freshpaint's Customer Success team as a Commercial Account Manager and play a pivotal role in helping healthcare organizations navigate data privacy while achieving their marketing goals. You will manage a portfolio of 60-70 mid-market accounts, focusing on scaled customer success strategies to drive growth and retention. Responsibilities include proactively identifying and mitigating risks, owning product adoption metrics, and ensuring customer satisfaction. You will conduct quarterly business reviews, enroll customers in beta programs, and serve as a customer advocate within Freshpaint. Success in this role requires strong consultative engagement skills, proven experience in enterprise software or SaaS, and expertise in relationship building and growth. The ideal candidate will possess technical proficiency, analytical skills, and exceptional communication abilities. Freshpaint offers a fully remote work environment, competitive pay, generous equity, and a comprehensive benefits package.

Requirements

• Consultative Customer Engagement
• Over 4 years of experience in customer-facing roles within enterprise software or SaaS, demonstrating expertise in management consulting, account management, or customer success management
• Relationship Building & Growth
• Proven success in leading customer engagements, fostering B2B/B2C relationships, resulting in increased adoption, customer satisfaction, and contract value growth on both upsells and renewals
• Technical Proficiency & Stakeholder Alignment
• Proficient in aligning technical concepts and features with required capabilities, effectively presenting to diverse stakeholders and engaging with senior executives on technical and business topics
• Analytical & Operational Excellence
• Strong operational discipline with an analytical, process-oriented mindset, employing data-based decision-making and resourceful problem-solving skills to provide optimal solutions
• Effective Communication & Collaboration
• Exceptional oral and written communication skills, with the ability to work cross-functionally
• Facilitate business reviews, and develop and deliver presentations to end users and C-Level executives
• Team Collaboration & Leadership
• Demonstrated ability to excel in a collaborative, geographically dispersed team environment while also working independently with minimal supervision, managing multiple tasks and requests with outstanding organizational and project management skills

Responsibilities

• Own leading and lagging indicators of success
• Manage 60-70 accounts using scaled customer success motions
• Retain and grow the revenue for existing Freshpaint customers, owning the net retention rate of your customer base
• Proactively identify & mitigate risk across your customer base
• Own product adoption metrics, value plan, and relationship plan for your customers
• Achieve operational excellence
• Ensure all communication and activities with assigned customers are documented in CRM (Hubspot)
• Use Freshpaint effectively to measure customer product KPIs and run adoption analyses for customers
• Continuously measure and communicate key metrics to peers and leadership
• Own the entire customer journey
• Support customers coming out of implementation and launch validation, and assist with accelerating breadth of adoption and positive business outcomes for the customer and Freshpaint
• Standardize AM customer engagement and measure its impact at each stage of the customer lifecycle
• Conduct quarterly business reviews to document success to date, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations & review Freshpaint product roadmap
• Enroll customers in new beta programs and ensure customer feedback informs our product roadmap
• Ensure satisfactory resolution of Freshpaint related technical issues, including coordination of cross-departmental Freshpaint resources (e.g. Support, Customer Success engineering)
• Own the renewal and expansion commercial processes
• Deliver business value using scaled CS techniques
• Work with 60+ customers to develop a success plan that outlines how Freshpaint adoption will address their required capabilities needed to achieve positive business outcomes both immediately and in the future
• Drive adoption through innovation, product demonstration and customer alignment
• Recommend solutions to changing client requirements and emergent problems by carefully identifying and assessing all risks and benefits of possible approaches
• Measure, communicate and demonstrate ROI to your customers using scaled outreach techniques
• Become knowledgeable about healthcare data privacy
• Have complete context on our product and become an expert in the larger healthcare data privacy space
• Educate our customers on the value and associated positive business outcomes of the healthcare data privacy platform
• Communicate technical concepts clearly. Convey sound data principles to a wide variety of audiences: marketers, product managers, data scientists, engineers, and VP/C-level executives
• Advocate for the best customer experience
• Serve as the customer’s advocate to other Freshpaint resources in Product, Support, Engineering, Marketing, & Partnerships
• Serve as the voice of the customer internally at Freshpaint by providing customer feedback to the product team, creating customer case studies with marketing, facilitating referrals for technical or services partnerships, or coordinating customer referrals for sales
• Ensure executive sponsors are coordinated with key account activities to drive key adoption and retention metrics

Preferred Qualifications

• Experience working with customer data and/or marketing technology products
• Domain expertise working with Healthcare Providers, Payers, DSOs, or Urgent Care organizations
• Knowledge of Force Management’s Command of the Message Framework, MEDDIC, and other common go-to-market frameworks

Benefits

• Competitive pay + generous equity (10-year exercise window)
• Fully remote (U.S. only) with a $150/month coworking stipend
• Half-day Fridays, every Friday
• Unlimited PTO—with a required 2-week minimum
• Top-tier health, dental & vision (100% covered for you, 80% for dependents)
• 2 “Treat Yourself” days a year—$100 and a day off, just because
• Generous parental leave
• Epic offsites twice a year (past trips: Greece, Jackson Hole, Cabo, wine country + more)