Note: The job is a remote job and is open to candidates in USA. Smartlinx is a company redefining workforce management for senior care organizations. The Account Management leader will develop and lead the Account Management organization, focusing on client retention, renewals, and expansion revenue 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)
- Join us and you’ll develop your skills and expertise to rise to the very highest levels, working in an environment for a company known for brilliance and innovation.
Company Overview