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Latent is an enterprise pharmacy intelligence platform using clinical AI to streamline prior authorizations, appeals, and 340B compliance. The company has raised $80M in Series A funding (led by Spark Capital and Transformation Capital) and serves 60+ health systems including Yale New Haven, Mount Sinai, UCSF, and Ochsner.
As an Account Manager, you will own post-implementation success for health system customers, driving adoption and demonstrating measurable clinical and operational ROI. You'll build trusted, long-term partnerships across complex, matrixed health systems and serve as a primary point of contact for clinical, pharmacy, operational, IT, and executive stakeholders.
Key responsibilities include:
- Building and maintaining executive and operational relationships that drive trust, retention, and customer advocacy
- Owning the post-go-live customer relationship while navigating complex governance structures
- Driving adoption across departments by defining, tracking, and communicating outcomes tied to quality, efficiency, patient experience, and ROI
- Proactively identifying and mitigating risks related to change management, resourcing, and workflow alignment
- Owning renewals by ensuring customer value is clear and aligned with executive priorities
- Identifying and advancing upsell and cross-sell opportunities
- Partnering cross-functionally with Product, Design, Engineering, and Sales to deliver enterprise solutions and resolve complex issues
- Translating customer feedback and usage patterns into actionable product input
- Building and executing structured account plans, MBRs, and QBRs that highlight results and align on future growth
The role is based in NYC with an expectation of 3 days per week onsite and travel as needed for customer engagements.
REQUIREMENTS:
- 5+ years of experience in Account Management, Customer Success, or similar post-sale role
- Experience supporting health systems, hospitals, or enterprise healthcare customers
- Proven success driving renewals and expansion in complex, regulated environments
- Strong executive presence with excellent cross-functional communication skills
PREFERRED:
- Experience with healthcare IT, AI/ML platforms, or clinical workflow tools
- Familiarity with hospital operations, pharmacy, clinical informatics, or quality programs
- Experience working with multiple stakeholder personas and long sales or adoption cycles
