Strategic Account Manager

About the Role

Hello Patient is hiring a Strategic Account Manager to own the health, retention, and growth of our customer accounts from signature through post-go-live. You will be the primary relationship holder for your accounts, responsible for ensuring customers consistently realize value from Mia, identifying risks early, and helping customers expand how they use HelloPatient over time.

This is a proactive, ownership-driven role. You’ll maintain a clear, up-to-date understanding of how each account is performing, monitor key signals to catch issues before they escalate, and partner closely with internal teams to drive resolution.

Customers should view you as a trusted partner, essentially an extension of their team who understands their business, not just a point of contact for a software vendor.

While you’ll stay involved during the initial implementation to establish the relationship and ensure smooth handoffs and communication, your core responsibility ramps up after go-live to own the customer experience, manage communication and expectations, and be accountable for long-term customer success.

What You'll Do

Own Account Health

• Track how the agents are performing across your accounts, including containment, transfers, and reschedule, cancel and confirm rates. Dig into anything unusual before the customer notices it.
• Review call logs and transfers to find where the agent falls short, and suggest fixes to the call flow.
• Turn issues into clear tickets for Product and Engineering, follow them through to resolution, and keep customers updated along the way.

Manage Customer Relationships

• Be the day-to-day point of contact for your accounts. Build a trusted advisor relationship so customers see you as part of their team, not just a vendor contact.
• Run regular check-ins and program reviews, and send a clear status recap after each one.
• Support customers through soft launch, go-live and ongoing agent updates, like new locations, providers, voice and script changes.
• Work with Product, Engineering, QA, Sales and Solutions to get customers what they need, and wear whatever hat the day calls for.
• Join onsite visits, whiteboarding sessions and industry events.

Drive Performance & Growth

• Build recurring performance reports and use them to help customers understand the value they're getting from Mia.
• Help build ROI models from customer data and turn them into clear stories for customer leadership.
• Spot expansion opportunities, such as new agents, chatbot, billing, referrals and new locations, and help Sales and Solution Engineers scope them.
• Support order forms, renewals and invoicing follow-up.

Must Have

• 3+ years in account management, customer success or a similar client-facing role.
• Strong written and verbal communication. You can read between the lines, build excitement and handle pushback with confidence.
• A strong storyteller who can turn data into a clear story about value.
• Collaborative and works well with cross-functional teams. You're happy to wear multiple hats.
• Strong attention to detail, so nothing falls through the cracks between customers and internal teams.
• Comfortable with data. You can work in spreadsheets, read dashboards and explain what the numbers mean.
• Proactive and comfortable with ambiguity. You know when to solve a problem yourself and when to escalate.
• You love building from the ground up. You're open to change, can pivot quickly and do well in a fast-paced startup.

Preferred

• Experience in healthcare, health tech or working with medical practices.
• You use AI or automation tools every day to work faster.
• Background in practice operations, revenue cycle or patient scheduling.
• Some exposure to SQL, BI tools or call center metrics.

Compensation

Base salary: $80K-$110K

Equity: Meaningful ownership in a fast-growing healthtech startup