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About the Role
As an Account Manager at Latent Health, you will own the post-implementation success of our health system customers, operating with deep customer obsession and a strong sense of ownership. You’ll be accountable for driving adoption, delivering measurable clinical and operational outcomes, and clearly demonstrating ROI by tying product usage to real-world impact. Success requires building trusted, long-term partnerships across complex, matrixed health systems. You’ll thrive in ambiguity, operate independently, and be energized by transforming healthcare through customer advocacy.
Responsibilities
- Build and maintain strong executive and operational relationships that drive trust, retention, and long-term customer advocacy across health system accounts
- Own the post–go-live customer relationship, partnering across clinical, pharmacy, operational, IT, and executive stakeholders while navigating complex governance structures
- Drive adoption across departments and use cases by defining, tracking, and communicating outcomes tied to quality, efficiency, patient experience, and ROI
- Proactively identify and mitigate risks related to change management, resourcing, and workflow alignment
- Own renewals by ensuring customer value is clear, measurable, and aligned with executive priorities
- Identify and advance upsell and cross-sell opportunities by aligning additional capabilities to customer needs and demonstrated outcomes
- Partner cross-functionally with Product, Design, Engineering, and Sales to deliver enterprise-grade solutions and resolve complex customer issues
- Translate customer feedback, usage patterns, and insights into actionable input that informs product priorities and roadmap decisions
- Build and execute structured account plans, MBRs, and QBRs that highlight results, surface risks, and align on future growth, ensuring consistent communication and follow-through
Requirements
- 5+ years of experience in Account Management, Customer Success, or a similar post-sale role
- Experience supporting health systems, hospitals, or enterprise healthcare customers
- Proven success driving renewals and expansion in complex, regulated environments
- Strong executive presence with excellent cross-functional communication skills
- Comfort pushing the pace — Latent moves quickly, and adaptability is essential
- A collaborative mindset paired with clear, thoughtful communication
- A proactive, ownership-driven approach to problem-solving in a high-growth environment
- A strong work ethic with a commitment to quality, rigor, and attention to detail
Skills
- Healthcare IT
- AI/ML platforms
- Clinical workflow tools
- Hospital operations
- Pharmacy
- Clinical informatics
- Quality programs
Location
- NYC
- Onsite
Work Type
- Onsite
- Hybrid
Experience Level
- 5+ years
Benefits
- Competitive compensation, including meaningful equity
- Medical, dental, and vision insurance for employee and dependents
- Flexible PTO policy
- Paid parental leave
- Fertility and family-building stipend through Carrot
About the Company
- Latent is the enterprise pharmacy intelligence platform. Our clinical AI streamlines prior authorizations, appeals, and 340B compliance, so patients start therapy faster and care teams spend less time on paperwork.
- We raised an $80M Series A led by Spark Capital and Transformation Capital, with General Catalyst, McKesson Ventures, Conviction, and Y Combinator.
- 60+ health systems run on Latent, including Yale New Haven, Mount Sinai, UCSF, and Ochsner.
- We move fast, operate with high ownership, and build products that directly improve patient care.
- Backed by top-tier investors including General Catalyst, Conviction, and Y Combinator
- Work alongside a high-caliber team building products our healthcare partners love
- Work on mission-critical problems at the intersection of AI and healthcare
- Real ownership and visibility
- High-impact role on a small, fast-growing team