Head of Account Management

Summary

Join Medely, a high-growth technology startup, as their experienced and strategic Head of Account Management. Lead the post-sale customer engagement efforts, overseeing a team of Account Managers to drive retention, expansion, and overall customer success. Deepen customer relationships, expand revenue within accounts, and ensure long-term success for SMB and Partnership customers. Shape how Medely engages, grows, and retains customers as the company scales. The ideal candidate possesses deep expertise in healthcare account management, a data-driven mindset, and a passion for building and scaling high-performing teams. This role is instrumental in shaping customer engagement and retention strategies.

Requirements

• 10+ years of experience in account management, customer success, or client services, ideally within healthcare, staffing, workforce management, or a marketplace environment
• 5+ years of experience in a leadership role managing account teams
• Strong track record of driving revenue expansion, customer retention, and operational excellence
• Strong executive presence and ability to influence senior decision-makers
• Proficiency with CRM platforms (Salesforce preferred) and customer success tools
• Analytical, strategic thinker with a bias toward action and continuous improvement

Responsibilities

• Drive Revenue Growth Within Existing Accounts
• Lead expansion efforts, including upsell and cross-sell of new products, services, and markets
• Establish scalable frameworks that maximize lifetime value (LTV) from our customer base
• Expand Product Adoption
• Partner with customers to increase utilization of Medely’s Marketplace and full suite of workforce solutions, including scheduling tools, credentialing, and analytics
• Retention and Renewal Strategy
• Build and execute strategies to increase customer satisfaction, reduce churn, and improve contract retention rates
• Own and enhance retained and active monthly users
• Team Leadership & Performance Management
• Manage and mentor a high-performing team of Account Managers and leaders
• Set clear performance goals, conduct regular reviews, and support career development
• Executive Customer Engagement
• Serve as a strategic advisor to key facility partners
• Elevate the level of engagement through QBRs, performance reviews, and senior stakeholder relationships
• Customer Segmentation & Playbooks
• Work closely with Revenue Operations to drive segmentation strategies and playbooks tailored to market type, customer maturity, and account potential
• Ensure high-touch service to high-potential accounts while maintaining scale
• Cross-Functional Alignment
• Partner with Sales, Marketing, Product, and Operations to deliver a seamless post-sale experience
• Provide feedback loops that influence roadmaps and strategic initiatives

Benefits

• Competitive Compensation: Based on experience and performance
• Long-term Incentives: 401k
• Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance
• Flexibility: We believe that work/life balance is important, so we offer twenty days of Paid Time Off and eleven paid holidays
• Paid parental leave
• Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry nationally!
• Ownership: Drive meaningful business impact on a team you’ll help build and define!
• Remote: Work in a digital environment with all the tools to achieve your work as though you were in the office!