Founding Account Manager

Founding Account Manager

Knowtex • In-Person/Hybrid (San Francisco)

Reports To: Director of Customer Delivery

Travel: Customer sites, conferences, team meetings

About Knowtex

Knowtex is building the clinical AI infrastructure layer for intelligent care—turning the burden of manual workflows like notes, coding, order entry into a seamless background process, and providing real-time decision support so clinicians can focus on what matters: delivering superior patient care. We work with health systems, specialty practices, and ambulatory groups who are done waiting for EHR vendors to solve AI.

Position Overview

The Founding Account Manager is a pivotal commercial and relationship role responsible for the long-term success, growth, and retention of Knowtex's commercial health system accounts. Sitting within the Customer Delivery organization, this role bridges the gap between clinical delivery excellence and revenue outcomes—owning the full account lifecycle from implementation launch through expansion and renewal.

You will serve as the primary executive-level relationship owner for a portfolio of commercial health system clients, partnering closely with the Implementation Manager, Clinical Implementation Specialist, and Support Manager to ensure customers achieve measurable value. You'll be as comfortable discussing clinical workflow adoption metrics as you are negotiating contract expansions with C-suite stakeholders.

This role is ideal for a commercially-minded relationship builder with deep healthcare IT experience who thrives in high-growth startup environments and genuinely cares about the mission of reducing clinician burnout.

Key Responsibilities

1. Client Relationship Management: Serve as the primary executive relationship owner for a portfolio of commercial health system accounts. Build trusted, consultative relationships with key stakeholders at every level—from Site POCs and clinical champions to CMOs, CNOs, and CFOs

2. Account Health & Retention: Monitor account health indicators continuously, including utilization rates, adoption trends, satisfaction scores, and support ticket patterns. Own renewal conversations end-to-end, and maintain a ≥90% net revenue retention target across managed portfolio.

3. Revenue Growth & Upselling: Identify and develop expansion opportunities within existing accounts, including additional clinical departments, specialties, user cohorts, and enterprise-wide rollouts. Lead commercial conversations with economic buyers, presenting ROI data, clinical outcomes, and utilization metrics.

4. Implementation Partnership & Launch Success: Co-develop comprehensive implementation plans with the Implementation Manager for each new account, ensuring alignment between commercial commitments and operational execution. Own 30/60/90-day post-launch check-ins with account executive sponsors, reporting on adoption progress and early outcomes.

5. Account Performance Monitoring & Intervention: Maintain real-time visibility into key adoption and utilization metrics across all accounts using site health dashboards. Analyze performance trends at the account, department, and user cohort level. Identify and lead account recovery efforts for at-risk relationships, serving as executive point of accountability.

6. Communication & Feedback Loop Management: Serve as the primary conduit for strategic account intelligence flowing between customers and internal Knowtex teams. Translate client feedback, feature requests, and clinical workflow insights into structured, actionable input for Product, Engineering, Customer Delivery, and leadership. Ensure clients are informed of product updates, platform improvements, and new capabilities in a timely and compelling way

Required Qualifications

Experience

• 5-7 years in account management, customer success, or commercial roles within healthcare IT or health technology

• Demonstrated track record of managing and growing a portfolio of commercial health system accounts

• Experience owning revenue targets with accountability for net revenue retention and expansion growth

• Healthcare IT implementation experience with EHR systems, clinical applications, or health information technology

• Startup or high-growth environment experience with comfort building processes and playbooks from scratch

• Executive-level stakeholder management experience across clinical, operational, and financial leadership in health systems

Preferred Qualifications

• Experience selling or managing accounts in ambient AI, clinical documentation or workflow improvement, or healthcare systems technology

• Existing relationships within commercial health system procurement, clinical informatics, or operations leadership

• Familiarity with implementation science frameworks (RE-AIM, CFIR) as they apply to clinical technology adoption

• Data analysis and visualization skills with Hubspot CRM, customer support platform, and internal dashboards for reporting capabilities

• Clinical background (RN, PA, health informatics, or similar) providing credibility in clinical stakeholder conversations

Compensation & Benefits

• Competitive salary

• Meaningful equity compensation

• Unlimited PTO

• Premium health, dental, and vision coverage

• 401(k) plan

• Work model: In Person/Hybrid (SF Based)