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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 account performance, monitor key signals to catch issues before escalation, and partner closely with internal teams to drive resolution. Customers should view you as a trusted partner and extension of their team who understands their business, not merely a software vendor contact.
You will stay involved during initial implementation to establish relationships and ensure smooth handoffs, but your core responsibility ramps up after go-live to own the customer experience, manage communication and expectations, and be accountable for long-term success.
Key responsibilities include:
**Account Health & Performance Monitoring**: Track agent performance metrics across accounts (containment, transfers, reschedule/cancel/confirm rates). Review call logs and transfers to identify gaps, suggest flow improvements, and escalate issues as clear tickets to Product and Engineering while keeping customers informed.
**Customer Relationship Management**: Serve as the day-to-day point of contact, building trusted advisor relationships. Run regular check-ins and program reviews with clear status recaps. Support customers through soft launch, go-live, and ongoing updates (new locations, providers, voice/script changes). Collaborate across Product, Engineering, QA, Sales, and Solutions teams. Participate in onsite visits, whiteboarding sessions, and industry events.
**Performance & Growth Drivers**: Build recurring performance reports to help customers understand value. Develop ROI models from customer data and create compelling narratives for customer leadership. Identify expansion opportunities (new agents, chatbot, billing, referrals, locations) and help Sales and Solution Engineers scope them. Support order forms, renewals, and invoicing follow-up.
Hello Patient is transforming healthcare communication through advanced conversational AI. The founding team spent 3.5 years scaling Carbon Health's technology during hypergrowth, identifying how 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 for 24/7 patient engagement. 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; 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; comfortable wearing multiple hats across cross-functional teams
- Strong attention to detail to prevent gaps between customers and internal teams
- Comfortable with data; can work in spreadsheets, read dashboards, and explain metrics
- 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, thrives in fast-paced startup environments
Preferred:
- Healthcare, health tech, or medical practice experience
- Daily use of AI or automation tools
- Background in practice operations, revenue cycle, or patient scheduling
- Exposure to SQL, BI tools, or call center metrics
