Lead, Account Management

Since 2000, Smartlinx has been redefining how senior care organizations manage their workforce. Our modern, purpose-built solutions-from dynamic scheduling and compliance to integrated payroll and real-time analytics-give providers the agility and intelligence needed to thrive in today's healthcare environment.

As the parent company of BekTek (HostedTime) and StafferLink, Smartlinx brings together a wide range of solutions for managing both full-time and contingent staff. Together, these capabilities give Smartlinx the most comprehensive workforce management solution set in senior care.

We're driven by one mission: to power exceptional senior care through smarter workforce management. Join us as we shape the future of work in long-term care.

Reporting to the Chief Operating Officer, the Account Management leader will develop and lead Smartlinx's Account Management organization, serving as the executive owner of the client relationship following implementation. This leader will be responsible for retention, renewals, expansion revenue, customer health, executive relationship management, and long-term client value realization across Smartlinx's installed client base.


The Account Management Leader will partner closely with the COO to refine and implement Smartlinx's account management strategy, organizational structure, client segmentation framework, and client engagement model, including a Strategic Account Management structure designed to drive client outcomes, retention, and growth at scale.


Success in this role requires a proven SaaS leader who can balance strategic thinking with operational execution, build scalable client management practices, proactively identify and mitigate revenue risk, and create a high-performing team focused on client outcomes and commercial accountability.


Key Responsibilities


Retention, Expansion & Client Growth

• Own Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals, expansion revenue, client lifetime value, and forecasting across the existing client portfolio.
• Develop and execute strategies to minimize churn, mitigate revenue risk, and maximize client growth opportunities.
• Establish disciplined renewal, expansion, and account planning processes that drive predictable business outcomes.
• Partner closely with Sales leadership to ensure a seamless transition from client acquisition to long-term client growth and value realization.

Account Management Leadership

• Lead and evolve Smartlinx's Account Management organization
• Develop a scalable operating model in which Strategic Account Managers own executive relationships, strategic account plans, renewals, and growth opportunities, while Client Success Managers drive adoption, client health, and day-to-day engagement.
• Refine client segmentation, coverage models, engagement standards, success metrics, and operating processes.
• Establish clear accountability for client outcomes, retention, growth, and client experience.
• Recruit, develop, and retain top talent while building a culture of ownership, execution, and continuous improvement.

Client Health & Executive Engagement

• Partner across the organization to develop scalable frameworks to proactively monitor client health, identify risk, and prioritize intervention.
• Establish account planning, renewal governance, and client risk management processes across the portfolio.
• Build and maintain executive relationships across strategic accounts.
• Serve as an executive escalation point for key client opportunities and challenges.

Cross-Functional Leadership

• Partner closely with Product, Engineering, Support, Implementation, Finance, and Operations to improve client outcomes and remove barriers to client value.
• Ensure client feedback, adoption trends, and market insights influence business priorities and product direction.
• Drive alignment across teams to improve retention, expansion, and overall client experience.

Requirements

Qualifications

• 10+ years of leadership experience in Account Management, Client Success, Revenue, or related client-facing functions within a SaaS environment.
• Proven success owning retention, renewals, expansion revenue, and client growth across an existing client base.
• Experience building and scaling account management organizations, operating models, client segmentation strategies, client health frameworks, and post-sale revenue motions.
• Strong commercial acumen with experience carrying and delivering against revenue targets.
• Healthcare technology experience preferred, ideally within workforce management, HR technology, or other healthcare SaaS environments.
• Demonstrated ability to build executive client relationships and lead through organizational change.
• Strong analytical, operational, and leadership skills with a track record of driving measurable business outcomes.

Success in the Role

In the first 12 months, this leader will:

• Improve Gross Revenue Retention and Net Revenue Retention performance.
• Increase expansion revenue and forecasting accuracy.
• Implement scalable client health, risk management, client success, and account planning frameworks.
• Strengthen executive engagement across strategic accounts.
• Increase visibility into client performance, revenue risk, and growth opportunities.
• Build a high-performing Strategic Account Management and Client Success organization capable of supporting Smartlinx's long-term growth objectives.

Smartlinx Solutions LLC. values and celebrates diversity, equity, inclusion and belonging and evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. We value your hard work, integrity, and commitment to make things better, and we put people first by offering you benefits that support your life and well-being including remote environments as applicable, Medical, Dental, Vision, FSA & HSA, Life Insurance, Pet Insurance and 401(k). Join us and you'll develop your skills and expertise to rise to the very highest levels, working in an environment for a company known for brilliance and innovation.