Account Manager

Drive adoption, value, and account health post-go-live

• Dive into analytics and reporting to understand user adoption, workflow impact, and the real-world success of the technology

• Proactively identify where an account is underperforming or where value is being left on the table—then game-plan a solution and execute it yourself or marshal the right internal team to deliver it

• Propose and help build new reporting, KPIs, and dashboards that sharpen our (and the customer’s) understanding of adoption and outcomes

• Establish a consistent operating cadence with each account (e.g., business reviews, health checks, success planning)

• Surface product feedback and customer needs back to Product and Engineering as a structured, prioritized signal

Be a force multiplier across the company

• Help build the repeatable playbooks, templates, and processes that let our customer delivery model scale as we grow from a handful to 25+ enterprise logos

• Coordinate seamlessly with Commercial on handoffs, expansion readiness, and renewals

What Success Looks Like (First 90 Days)

• You’ve built strong relationships with the stakeholders across your accounts and have a clear, current read on the health of each one

• You’re running integration / go-live project plans independently and visibly accelerating timelines

• You’ve established a working rhythm with FDEs and Clinical Navigators and have pulled them in effectively on at least one account

• You’ve dug into adoption data for your accounts, identified at least one gap, and shipped (or driven) a concrete solution

• Customers consistently describe you as responsive, credible, and genuinely invested in their success

Must-haves

• 3–6 years of account management / customer success experience, ideally at a health tech company where providers (physicians, nurses, CRCs) are the primary users

• Demonstrated ownership of customer relationships end-to-end—from onboarding/implementation through go-live and ongoing success

• Strong project management instincts: you can quarterback complex, multi-stakeholder integrations and keep everyone on timeline

• High initiative and bias to action—you spot a gap, build a plan, and execute without waiting to be told

• Comfort with data: you can dive into analytics, draw conclusions about adoption and impact, and propose new reporting/KPIs/dashboards

• Excellent communication and credibility with clinical end users

• Based in NYC and willing to come to the office and travel to customers—OR based in a regional customer hub and willing to travel to your customer base as well as to NYC periodically

Nice-to-haves

• Experience in the clinical research realm—e.g., supporting clinical trials, working with research coordinators, or familiarity with clinical research operations

• Hands-on site experience as a Clinical Research Coordinator (CRC) or similar clinical research role

• Experience supporting deeply integrated / technical products (EHR integrations, healthcare IT, workflow software)

• Experience at a startup scaling rapidly and managing multiple accounts/personas simultaneously

• Familiarity with oncology care and/or research workflows

A meeting lands on your calendar

If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.