What You'll Be Working On- Serve as the primary point of contact for our most strategic accounts after go-live. Build deep relationships with key stakeholders to drive adoption and satisfaction.
- Take accountability for NRR across the full customer base. Build strategic roadmaps, identify expansion opportunities, and recognize new use cases.
- Act as the escalation point for customer questions, bugs, and operational issues your team can't resolve alone, and escalate technical matters to Forward Deployed Engineers when needed.
- Lead weekly syncs and quarterly reviews across the Deployment team, ensuring seamless communication flow between customers and internal teams.
- Track usage patterns with metrics dashboards, identify at-risk accounts, and proactively intervene to maximize account value.
Requirements- 5+ years in a customer-facing role managing post-sales relationships for technical products in healthcare, ideally in B2B SaaS, including experience managing a team.
- Proven track record owning revenue metrics (NRR, retention, expansion) and identifying upsell and cross-sell opportunities.
- Comfortable leading meetings with key stakeholders, building trust with senior decision-makers, and translating technical concepts into business value.
- Able to triage technical issues, understand system architecture at a high level, and communicate effectively with both engineers and non-technical customers.
- Strong project management instincts with attention to detail. You naturally build systems, document processes, and keep multiple workstreams organized without dropping the ball.
You are a good fit if- You're energized by customer relationships and see renewals and expansions as the natural result of delivering exceptional value.
- You don't wait for perfect systems; you create the infrastructure needed to scale customer success as the company scales.
- You thrive in ambiguity where you'll define processes from scratch rather than follow established playbooks.
- You can context-switch between strategic planning and tactical execution without losing momentum.
- You want to help build and lead the team that does this work.
What We Offer- Direct mentorship: work closely with our founding team and experienced leaders who will invest in your professional development.
- Meaningful equity: early employee stock options with significant ownership potential.
- Comprehensive benefits: 100% covered healthcare, flexible time off, commuter benefits, weekly team lunches.
- Team culture: quarterly retreats and monthly team events that build genuine connections in our close-knit NYC team.
- Impact at scale: work that builds the infrastructure to help millions of patients access care.
Interview ProcessAt each stage, we decide within 24hrs and update you shortly after:
- Intro Call (15 min) [Virtual]: A conversation about the role and your experience to see if there's a good fit.
- Skills Assessment (30 min) [Virtual]: A working session on the kind of account and revenue problems you'd own in this role.
- Experience & Culture Interview (30 min) [Virtual]: We'll go deep on your track record managing accounts and teams, and how you work day to day.
- Half-Day Onsite (4-5 hrs) [In-Person]: Visit our New York office to meet the team. You'll work through real account scenarios and get a sense of our culture and working environment.
If you're ready to be the customer champion that transforms healthcare communication, we'd love to hear from you.
