Senior Agent Strategy Manager

What we're looking for:

We need someone with 5–10 years of customer-facing experience in Customer Success, Account Management, Consulting, or Implementation who has owned adoption, retention, and expansion for complex accounts. You should be comfortable operating in a fast-paced startup environment, managing a strategic book of 10–15 accounts worth $3–5M in ARR, and acting as the voice of the customer across cross-functional teams. Bonus points if you have healthcare technology experience or have helped customers adopt AI and automation products.

What you'll do:

• Own a portfolio of complex customer relationships from go-live through adoption, renewal, and expansion — managing 10–15 accounts across mid-market, enterprise, strategic enterprise, or health system segments
• Guide executive and operating leaders at healthcare organizations on where AI can improve performance and patient access, serving as a strategic consultant throughout the customer lifecycle
• Oversee onboarding and training for new customers going live on the platform, coordinating closely with the Agent Deployment team on technical implementations
• Drive net revenue retention targets (100–110%+ NRR) by reinforcing value, identifying expansion opportunities, and proactively addressing churn risks
• Handle frontline customer support including inbound tickets, escalations, and customer recovery — ensuring issues are resolved quickly and relationships stay strong
• Serve as the voice of the customer to Product, Engineering, Sales, Solutions Engineering, and Agent Deployment teams — presenting feedback and insights that shape the product roadmap
• Build and refine playbooks, processes, and knowledge repositories that will define how Agent Strategy scales as a function
• Mentor junior team members and help establish best practices as the team grows from its current foundation
• Conduct QBRs/EBRs, on-site client visits, and represent Assort Health at conferences — travel up to 25%