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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 counts 60+ health systems as customers, including Yale New Haven, Mount Sinai, UCSF, and Ochsner.
As an Account Manager, you will own post-implementation success for health system customers with deep customer obsession and strong ownership. You'll drive adoption, deliver measurable clinical and operational outcomes, and demonstrate ROI by tying product usage to real-world impact. Success requires building trusted, long-term partnerships across complex, matrixed health systems to create satisfied, referenceable customers who advocate for Latent.
Key responsibilities include:
- Building and maintaining strong executive and operational relationships that drive trust, retention, and long-term customer advocacy
- Owning the post-go-live customer relationship, partnering across clinical, pharmacy, operational, IT, and executive stakeholders
- 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
- Translating customer feedback and usage patterns into actionable product input
- Building and executing structured account plans, MBRs, and QBRs
The role requires 3 days per week onsite in the San Francisco office and willingness to travel 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
