Note: The job is a remote job and is open to candidates in USA. Smartlinx is a company that has been redefining workforce management in senior care since 2000. They are seeking a Lead in Account Management who will develop and lead the Account Management organization, focusing on client retention, renewals, and revenue expansion while ensuring long-term client value realization.
Responsibilities
- Own Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals, expansion revenue, client lifetime value, and forecasting across the existing client portfolio
- Develop and execute strategies to minimize churn, mitigate revenue risk, and maximize client growth opportunities
- Establish disciplined renewal, expansion, and account planning processes that drive predictable business outcomes
- Partner closely with Sales leadership to ensure a seamless transition from client acquisition to long-term client growth and value realization
- Lead and evolve Smartlinx's Account Management organization
- Develop a scalable operating model in which Strategic Account Managers own executive relationships, strategic account plans, renewals, and growth opportunities, while Client Success Managers drive adoption, client health, and day-to-day engagement
- Refine client segmentation, coverage models, engagement standards, success metrics, and operating processes
- Establish clear accountability for client outcomes, retention, growth, and client experience
- Recruit, develop, and retain top talent while building a culture of ownership, execution, and continuous improvement
- Partner across the organization to develop scalable frameworks to proactively monitor client health, identify risk, and prioritize intervention
- Establish account planning, renewal governance, and client risk management processes across the portfolio
- Build and maintain executive relationships across strategic accounts
- Serve as an executive escalation point for key client opportunities and challenges
- Partner closely with Product, Engineering, Support, Implementation, Finance, and Operations to improve client outcomes and remove barriers to client value
- Ensure client feedback, adoption trends, and market insights influence business priorities and product direction
- Drive alignment across teams to improve retention, expansion, and overall client experience
Skills
- 10+ years of leadership experience in Account Management, Client Success, Revenue, or related client-facing functions within a SaaS environment
- Proven success owning retention, renewals, expansion revenue, and client growth across an existing client base
- Experience building and scaling account management organizations, operating models, client segmentation strategies, client health frameworks, and post-sale revenue motions
- Strong commercial acumen with experience carrying and delivering against revenue targets
- Demonstrated ability to build executive client relationships and lead through organizational change
- Strong analytical, operational, and leadership skills with a track record of driving measurable business outcomes
- Healthcare technology experience preferred, ideally within workforce management, HR technology, or other healthcare SaaS environments
Benefits
- Remote environments as applicable
- Medical
- Dental
- Vision
- FSA & HSA
- Life Insurance
- Pet Insurance
- 401(k)
Company Overview