Role Summary

The Enterprise Account Manager - Telehealth is responsible for driving customer success, retention, renewal, and expansion across a defined portfolio of Eko's Telehealth customers.

This role manages relationships with hospitals, health systems, and enterprise healthcare customers using Eko's telehealth platform, advanced FDA-cleared sensors, and provider software to support virtual and hybrid care delivery. The Enterprise Account Manager serves as a trusted partner to customers from onboarding and implementation through adoption, renewal, and expansion.

The ideal candidate has experience in healthcare customer success, account management, or enterprise account ownership, with a strong understanding of how hospitals and health systems adopt and scale clinical technology. This role requires the ability to manage complex customer relationships, coordinate cross-functional resources, identify growth opportunities, and ensure customers achieve meaningful value from Eko's Telehealth solutions.
Essential Functions

• Own renewal, retention, and expansion outcomes across a defined portfolio of strategic Telehealth accounts.
• Build trusted relationships with executive, clinical, operational, technical, and procurement stakeholders within hospitals, health systems, and enterprise healthcare customers.
• Develop a deep understanding of each customer's goals, workflows, use cases, and definition of success.
• Create and manage account plans that support adoption, utilization, customer satisfaction, renewal, and expansion.
• Identify, scope, and drive expansion opportunities within existing health system logos, including new sites, service lines, use cases, licenses, devices, integrations, and product adoption.
• Lead commercial discussions related to renewals, scope growth, pricing changes, and contract expansion.
• Partner with the Director of Sales - Telehealth, Sales Operations, and Commercial leadership to forecast renewals, expansion pipeline, account health, and revenue risk.
• Support cross-sell opportunities within existing accounts, including potential collaboration with the SENSORA Enterprise team where appropriate.
• Facilitate customer onboarding, training, implementation support, performance measurement, renewal, and expansion in partnership with internal teams.
• Deliver customer reports, business reviews, and value summaries that demonstrate Eko's impact, including utilization, workflow adoption, customer outcomes, and ROI where applicable.
• Synthesize customer feedback and partner with Product, QA, Engineering, Implementation, and Commercial teams to continually improve the customer experience and platform.
• Maintain accurate account plans, customer activity, pipeline updates, renewal status, and forecasts within CRM systems.
• Ensure compliance with company policies and applicable laws and regulations.
• Other duties as assigned.

Note: Job duties may change at any time with or without notice.
Required Qualifications

• Bachelor's degree or equivalent practical experience.
• 5+ years of experience in customer success, account management, client services, sales, or commercial roles in healthcare SaaS, digital health, MedTech, medical device, or enterprise healthcare technology.
• Experience managing hospital, health system, IDN, or enterprise healthcare customer relationships.
• Demonstrated experience supporting renewals, customer retention, expansion, upsell, or account growth.
• Comfort owning commercial conversations tied to renewal, revenue growth, scope expansion, and customer value, not just satisfaction.
• Experience managing complex, multi-stakeholder customer relationships across clinical, operational, technical, procurement, and executive audiences.
• Strong understanding of healthcare workflows, enterprise implementation dynamics, and the challenges of adopting technology within large healthcare organizations.
• Ability to use customer data, utilization metrics, and business context to tell a compelling value story.
• Strong communication, organization, problem-solving, and relationship management skills.
• Comfortable using Salesforce and other account management or customer success platforms.
• Willingness to travel up to 25%.
• Ability to perform the essential functions of the role with or without reasonable accommodation.

Preferred Qualifications

• Experience with telehealth, virtual care, hospital-at-home, remote patient monitoring, or clinical workflow technology.
• Experience managing accounts with greater than $100K annual contract value.
• Experience working with technical integrations, partner platforms, health system IT teams, or enterprise security and procurement processes.
• Background supporting FDA-cleared medical devices, regulated digital health products, or clinical software platforms.
• Experience expanding product adoption across multi-site health systems or distributed care models.

Work Environment & Physical Requirements

• Prolonged periods of sitting and working at a computer.
• Periodic travel to customer sites, internal meetings, and industry events, up to 25%.
• Must be able to perform job duties with or without reasonable accommodation.

Benefits and Perks We Offer:

• The opportunity to work on products that impact the health of millions of people.
• Generous paid-time off
• Stock incentive plans
• Medical/Dental/Vision, Disability + Life Insurance
• One Medical membership
• Parental Leave
• 401k Matching
• Learning and Development stipend

Work Experience & Location Requirements

• This role is a remote position with expected travel. See above for more details on travel expectations.
• Prolonged periods of sitting and working at a computer
• Must be able to perform job duties with or without reasonable accommodation

$85,000 - $119,000 a year

Note - The posted compensation range reflects the base salary; however, this position is also eligible for additional commission earnings.

Compensation for this role is determined using a tiered market-based compensation structure. Salary ranges are established based on geographic labor market data and may vary depending on the employee's work location, experience, skills, and qualifications.

Tier 1: $106,500 to $119,000

Tier 2: $96,000 to $107,000

Tier 3: $85,000 to $95,000