Account Manager

The Role You own a portfolio of billers and physician groups and are responsible for retention, expansion, and executive relationships. After Implementation gets the first cohort live, you take the baton. You plan and execute subsequent-wave rollouts across remaining locations, ensure promised workflows are realized, and convert proven outcomes into commercial growth. What you’ll do Own the commercial relationship : Build multi-threaded executive relationships, set the account plan, and manage renewals and expansions. Drive expansion through relationship-focused sales: Build and execute account-level expansion plans for pre-visit collections, card-present terminals, digital messaging volumes, payment plans, and premium reporting. Create champions, secure approvals, and move proposals to signature. Run subsequent-wave deployments (post go-live) : Once Implementation completes the initial launch, you create and drive the wave plan for waves 2+. Coordinate timelines with implementation, clear blockers, and track to 100% eligible site activation. Drive adoption and outcomes : Ensure presales workflows are fully implemented and sticky through training, playbooks, and measurement. Monetize subsequent waves : Tie each wave rollout to a commercial motion. Use pilots to prove ROI, then convert to contracted upsells across remaining locations. Quantify impact: Pull and interpret data to show ROI, cost-to-collect improvements, payment conversion, and front-office volume uplift. Deliver executive-ready summaries and dashboards. Lead executive reviews : Run structured business reviews to align outcomes, roadmap awareness, and next-wave commitments. Quarterback escalations : Orchestrate cross-functional responses with Support, Product, and Engineering. Track to resolution and close the loop. Forecast with precision : Maintain an accurate expansion pipeline and quarterly forecast. Collaborate with AEs on low-penetration billers or strategic cross-sell. Contracting and commercials : Negotiate renewals and amendments with Sales Leadership. Work Cross-functionally: Work strategically with Account Executives, Client support, product managers, and implementations teams to ensure successful launches. What success looks like Net revenue retention and logo retention at or above target Percent of total locations activated post go-live and time to full rollout Expansion ARR and percent of book with at least one new add-on within two quarters post initial go-live Attach rates by product (pre-visit, card-present readers, digital messaging, payment plans) and average revenue per location uplift across the portfolio Time to first upsell post initial go-live and proposal to close win rate on expansion opportunities Forecast accuracy and clean CRM hygiene 3 to 6 years in B2B SaaS Account Management with renewal and expansion ownership Experience in healthcare revenue cycle or patient payments across multi-site environments (billers, MSOs, large groups) Program management skills to run complex, phased post-implementation rollouts Comfortable with data (Excel, plus basic SQL or BI is a plus) to build clear ROI stories Executive presence, negotiation skills, and crisp written and verbal communication Willingness to travel for key onsite meetings and launches Nice to have Familiarity with PM and EHR ecosystems Implementation change management experience Salesforce, ClickUp, and BI experience