[Remote] Lead, Account Management

Note: The job is a remote job and is open to candidates in USA. Smartlinx is a company that has been redefining workforce management in senior care since 2000. They are seeking a Lead in Account Management who will develop and lead the Account Management organization, focusing on client retention, renewals, and revenue expansion while ensuring long-term client value realization.

Responsibilities

• 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
• 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
• 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
• 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

Skills

• 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
• 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
• Healthcare technology experience preferred, ideally within workforce management, HR technology, or other healthcare SaaS environments

Benefits

• Remote environments as applicable
• Medical
• Dental
• Vision
• FSA & HSA
• Life Insurance
• Pet Insurance
• 401(k)

Company Overview