Group Account Manager

About the role

Remote - United States | Full-Time

Since May 2023, we have

• Acquired over 28,000 paying clinicians who love our product.
• Generated over 70,000 patient notes daily and more than 2 million monthly.
• Made thousands of clinicians happier

With the backing of Sequoia Capital and other world-class investors, we’re rapidly expanding our product offerings. Patient-facing assistants, patient insights, EHR integrations, and other products are being built and used by thousands of clinicians every day.

We’re looking for entrepreneurs: fast, ambitious, and smart individuals who want to take care of the people who care for our health. Expect intense, clinician-focused, and interesting coworkers who want to win.

Freed is headquartered in San Francisco, with team members working remotely and in person across the United States. This position is remote, with close collaboration across teams and time zones.

About the Role

• As a Group Account Manager at Freed, you’ll be responsible for managing, retaining, and expanding our growing portfolio of B2B healthcare customers.
• You’ll primarily support small medical practices and micro-clinics, typically consisting of 2-5 providers, with the potential to manage a portfolio of hundreds of accounts as our business scales.
• This is a high-volume account management role that combines customer relationship management, operational efficiency, and commercial ownership.
• You’ll oversee the customer journey from onboarding and adoption through renewals and expansion, ensuring that clinicians receive exceptional value from Freed’s products.
• Success requires balancing proactive customer engagement with scalable processes, identifying accounts that need attention, and uncovering opportunities to expand product adoption.
• We’re looking for someone who can operate independently, bring established account management best practices, and thrive in a fast-moving environment where processes are continually evolving.
• Above all, your responsibility is to help Freed deliver on our promise: to be the most clinician-friendly company in the world.

How You’ll Have Impact

• Own a high-volume portfolio: Manage relationships across a large portfolio of SMB healthcare customers, prioritizing engagement based on customer needs, account health, and growth opportunities.
• Drive retention and renewals: Proactively identify at-risk accounts, address customer concerns, and implement strategies that improve customer satisfaction and retention.
• Identify expansion opportunities: Analyze product usage, customer needs, and account potential to uncover and close upsell and cross-sell opportunities.
• Improve customer adoption: Partner with customers to ensure successful onboarding, training, and continued product utilization.
• Build scalable processes: Apply proven account management strategies to streamline workflows, improve customer engagement, and support portfolio growth.
• Use data to prioritize: Leverage CRM systems, customer health indicators, and usage insights to identify trends and determine where your efforts will have the greatest impact.
• Collaborate cross-functionally: Work closely with Customer Success, Sales, Product, and Support teams to resolve challenges and improve the customer experience.
• Own customer outcomes: Take initiative, solve problems independently, and ensure customers feel supported throughout their relationship with Freed.

What You’ll Bring

• 5-8 years of relevant experience in account management, customer success, or a related customer-facing role, preferably within B2B SaaS.
• Demonstrated success managing a high-volume portfolio of SMB or small-to-medium business accounts.
• A proven track record of improving customer retention, driving renewals, and identifying expansion opportunities.
• Experience developing or improving scalable account management processes and customer engagement strategies.
• Strong analytical skills, with the ability to interpret customer data, prioritize accounts, and identify actionable opportunities.
• Excellent communication and relationship-building skills, including the ability to navigate challenging customer conversations.
• Comfort operating independently in a fast-paced, entrepreneurial environment with evolving processes.
• A strong sense of ownership, accountability, adaptability, and commitment to delivering exceptional customer experiences.

Nice to Haves

• Previous experience at an early-stage or high-growth technology company.
• Experience working with healthcare providers, medical practices, or healthcare technology products.
• Familiarity with AI-powered tools and products.
• Experience with CRM and productivity platforms such as HubSpot, Gong, Slack, Google Workspace, or similar tools.
• Experience working effectively with distributed teams in highly collaborative, asynchronous environments.

What We Will Bring

• Competitive compensation and equity in a high-growth company.
• The opportunity to make an immediate impact on a rapidly growing product that improves clinicians’ lives.
• Medical, dental, and vision benefits for eligible U.S.-based employees.
• Unlimited PTO.
• A 401(k) plan to support your long-term financial goals.
• A collaborative, ambitious team committed to making healthcare better.