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Salary: USD 80,000 - 110,000 / annual
Hello Patient is hiring a Strategic Account Manager to own customer health, retention, and growth from contract signature through post-implementation and beyond. You will serve as the primary relationship holder for your accounts, ensuring customers consistently realize value from Mia (Hello Patient's conversational AI platform), identifying risks early, and helping customers expand their use of the platform over time.
In this proactive, ownership-driven role, you will maintain a clear, up-to-date understanding of how each account is performing and monitor key signals to catch issues before they escalate. You'll partner closely with internal teams (Product, Engineering, QA, Sales, Solutions) to drive resolution and support customers through soft launch, go-live, and ongoing updates.
Key responsibilities include:
**Account Health & Performance Monitoring:** Track agent performance metrics across your accounts (containment, transfers, reschedule/cancel/confirm rates). Review call logs and transfers to identify gaps in call flow, turn issues into clear tickets for Product and Engineering, and keep customers updated on resolution progress. Build recurring performance reports and ROI models to help customers understand the value they're receiving.
**Customer Relationship Management:** Be the day-to-day point of contact and trusted advisor. Run regular check-ins and program reviews with clear status recaps. Support customers through implementation phases and agent updates (new locations, providers, voice, scripts). Work cross-functionally to meet customer needs and participate in onsite visits, whiteboarding sessions, and industry events.
**Growth & Expansion:** Spot expansion opportunities (new agents, chatbot, billing, referrals, new locations) and help Sales and Solution Engineers scope them. Support order forms, renewals, and invoicing follow-up.
Hello Patient is a healthtech startup transforming healthcare communication through advanced conversational AI. The founding team spent 3.5 years scaling Carbon Health's technology during hypergrowth and identified how much clinical time gets wasted on basic communication. The platform proactively engages patients through perfectly timed calls and texts, resolving complex interactions end-to-end (scheduling, billing, retention). Built with security and compliance at its core, it integrates with existing healthcare infrastructure to deliver 24/7 patient engagement. The company is backed by Scale and 8VC.
**Requirements:**
Must Have:
- 3+ years in account management, customer success, or similar client-facing role
- Strong written and verbal communication skills; ability to read between the lines, build excitement, and handle pushback with confidence
- Strong storytelling ability; can turn data into clear value narratives
- Collaborative mindset; works well cross-functionally and comfortable wearing multiple hats
- Strong attention to detail to ensure nothing falls through the cracks
- Comfortable with data; can work in spreadsheets, read dashboards, and explain what numbers mean
- Proactive approach; comfortable with ambiguity and knows when to solve problems independently vs. escalate
- Passion for building from the ground up; open to change, able to pivot quickly, and thrives in fast-paced startup environments
Preferred:
- Experience in healthcare, health tech, or working with medical practices
- Daily use of AI or automation tools
- Background in practice operations, revenue cycle, or patient scheduling
- Some exposure to SQL, BI tools, or call center metrics
