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About the Role

Hello Patient is hiring a Strategic Account Manager to own the health, retention, and growth of customer accounts from signature through post-go-live. You will be the primary relationship holder, ensuring customers realize value, identifying risks, and helping them expand their use of the platform. This role requires proactive ownership, a deep understanding of account performance, and close collaboration with internal teams to drive resolutions. Customers should view you as a trusted partner, an extension of their team who understands their business.

Responsibilities

Track agent performance across accounts, including containment, transfers, and reschedule, cancel, and confirm rates.
Analyze call logs and transfers to identify areas for improvement in call flow.
Create and manage tickets for Product and Engineering, track them to resolution, and update customers.
Serve as the day-to-day point of contact for accounts and build trusted advisor relationships.
Conduct regular check-ins and program reviews, providing clear status recaps.
Support customers through soft launch, go-live, and ongoing agent updates.
Collaborate with Product, Engineering, QA, Sales, and Solutions teams to meet customer needs.
Participate in onsite visits, whiteboarding sessions, and industry events.
Develop recurring performance reports to demonstrate customer value from Mia.
Build ROI models from customer data and present them to customer leadership.
Identify expansion opportunities (e.g., new agents, chatbot, billing, referrals, new locations) and assist with scoping.
Support order forms, renewals, and invoicing follow-up.

Requirements

3+ years in account management, customer success, or a similar client-facing role.
Strong written and verbal communication skills, including the ability to read between the lines, build excitement, and handle pushback.
Ability to tell compelling stories with data.
Collaborative approach and ability to work effectively with cross-functional teams.
High attention to detail to ensure seamless communication between customers and internal teams.
Comfortable working with data, spreadsheets, and dashboards.
Proactive and comfortable with ambiguity, knowing when to solve problems independently and when to escalate.
Adaptable to change, able to pivot quickly, and thrive in a fast-paced startup environment.

Skills

Account Management
Customer Success
Client-Facing Communication
Data Analysis
Storytelling with Data
Cross-functional Collaboration
Attention to Detail
Spreadsheet Proficiency
Dashboard Interpretation
Problem-Solving
Adaptability
Healthcare Technology
AI Tools
Automation Tools
Practice Operations
Revenue Cycle Management
Patient Scheduling
SQL
BI Tools
Call Center Metrics

Location

Remote

Work Type

Full-time

Experience Level

3+ years

Salary/Compensations

$80K–$110K

Benefits

Meaningful ownership in a fast-growing healthtech startup

About the Company

Hello Patient is transforming healthcare communication through advanced conversational AI.
The founding team has experience scaling Carbon Health's technology during hypergrowth.
The AI platform proactively engages patients through calls and texts, resolving interactions from scheduling to billing to retention.
Technology is built with security and compliance at its core and integrates with existing healthcare infrastructure for 24/7 patient engagement.
Backed by Scale and 8VC.