Account Manager

About Provider Passport

Provider Passport is building a real-time digital healthcare identity and automation ecosystem, connecting providers, health systems, payers, and patients. Our platform transforms months-long credentialing and enrollment workflows into real-time automation, unlocking revenue and operational efficiency at scale.

We are scaling aggressively, targeting 10x growth, with a clear path to category leadership. This is a rare opportunity to join a high-growth healthcare SaaS company at an inflection point and build the customer success function that turns our health system and provider clients into long-term partners and advocates.

Role Overview:

We are seeking an Account Manager who is equal parts trusted advisor, operational partner, and growth driver. You will own the post-sale relationship from onboarding through long-term success — ensuring clients fully adopt the platform, realize measurable value, and renew and expand their investment.

This is not a passive relationship-maintenance role. You will proactively identify risk, drive adoption milestones, surface expansion opportunities, and serve as the client's internal advocate inside Provider Passport. You thrive on building trust, navigating complex healthcare operations, and holding yourself accountable to outcomes — not just activities.

Key Responsibilities:

Client Onboarding and Adoption

• Own the full onboarding experience from contract signature through active platform adoption
• Lead implementation kick-offs, configuration sessions, and structured training for each client
• Build and maintain a client-specific onboarding roadmap with clear milestones, owners, and timelines
• Drive early adoption of TruMationTM workflows — ensure clients achieve first meaningful outcomes within 60 days
• Identify and remove barriers to adoption early; escalate to Product or Engineering when needed

Ongoing Account Management

• Serve as the primary point of contact for every assigned account throughout the lifecycle
• Conduct structured weekly or bi-weekly check-in calls — review progress, surface risks, adjust roadmaps
• Monitor account health indicators, usage metrics, and engagement signals; act before problems become churn
• Maintain meticulous CRM documentation: notes, action items, open issues, escalations, and outcomes
• Prepare and deliver periodic account review reports that demonstrate ROI and platform value

Risk Management and Retention

• Proactively identify at-risk accounts based on usage trends, sentiment, and engagement patterns
• Develop and execute escalation and recovery plans with a sense of urgency and clear ownership
• Manage contract renewals — initiate conversations early, build the business case, and close on time
• Ensure zero preventable churn — every account lost should be one you saw coming and tried to save
• Own your Net Revenue Retention (NRR) number like a quota

Expansion and Growth

• Identify natural expansion opportunities: additional modules, user seats, new use cases, or referrals
• Build the business case for upsell and cross-sell opportunities
• Position yourself as a strategic advisor — not just a support contact — to key stakeholders
• Leverage client success stories and outcomes to generate referrals and peer introductions

Cross Functional Collaboration

• Partner with Product to surface client feedback, identify workflow friction, and inform the roadmap
• Collaborate with Sales on account transitions and marketing for support in up-sell and cross-sell strategies
• Work with Support and Engineering to resolve complex client issues — own the communication, not just the ticket
• Advocate for client needs while balancing the company's business objectives, operational capabilities, and long-term strategic priorities

Healthcare Domain Engagement

• Bring credibility when discussing credentialing, payer enrollment, privileging, and provider data workflows
• Speak the language of credentialing coordinators, medical staff officers, revenue cycle leaders, and CMOs
• Stay current on CMS, payer, and MA regulatory changes that affect your clients' operations
• Position Provider Passport as a strategic partner in their compliance and operational roadmap — not just a software vendor

Experience

• 3–7 years in account management, customer success, or client services in healthcare SaaS, credentialing, or payer enrollment
• Hands-on experience with provider credentialing, payer enrollment, or privileging workflows — you have worked inside these processes, not just read about them
• Proven track record of driving platform adoption, managing renewals, and delivering measurable client outcomes
• Experience managing a multi-account book with concurrent onboardings, at-risk accounts, and active expansions
• Comfort operating in a startup or high-growth environment with limited playbooks and high ownership

Skillset

• Trusted advisor — you build relationships that survive product issues, pricing conversations, and difficult feedback
• Operationally fluent — you understand healthcare workflows well enough to configure, train, and troubleshoot alongside your clients
• Elite communicator — your written and verbal communication instills confidence at every level of a health system
• Analytically grounded — you know your account health metrics, NRR, churn risk indicators, and can present them clearly
• Problem solver — you don't wait for issues to escalate; you surface them early, own the response, and follow through
• Organized and disciplined — you manage multiple accounts without dropping threads

Mindset

• Client-first: you genuinely care about whether your clients succeed — not just whether they renew
• Proactive: you do not wait to be asked; you show up to calls with an agenda, insight, and recommendations
• Accountable: you own your NRR number, your churn rate, and your client satisfaction scores
• Collaborative: you share intelligence across Sales, Product, and Support — never operating in a silo
• Adaptable: you thrive in a fast-moving environment across time zones and with clients at wildly different stages
• Mission-driven: you believe that better provider data management means better care — and you carry that conviction into every client conversation

Healthcare Knowledge

• Deep working knowledge of provider credentialing and payer enrollment: processes, timelines, stakeholders, and pain points
• Familiarity with primary source verification, CAQH, PECOS, NPI, and key payer portals
• Ability to engage credentialing staff, medical staff coordinators, revenue cycle managers, and C-suite executives with equal fluency
• Understanding of how provider data errors cascade into revenue cycle delays — you use this fluency to demonstrate platform value

What we offer:

• Equity participation in a high-growth healthcare technology company
• A product that solves a real, painful problem — one your clients feel every day
• A collaborative, mission-driven team spread across time zones and countries
• Clear career path toward Senior AM, Team Lead, or Director of Customer Success as the company scales
• Fully remote with flexibility — standard Eastern Time Zone hours, some accommodation for client schedules