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3 months ago
Requirements and responsibilities
About LumistryLumistry serves over 9,000 pharmacies globally, helping them transform their businesses to improve adherence, reduce operating costs and increase revenue. We offer a collection of solutions purpose-built for pharmacies, enabling our customers to engage with their patients, consolidate vendors, improve patient health literacy, automate tasks and initiate online scheduling for programs and services. For more information, visit lumistry.com.Summary of Job:The Manager of Account Management leads Lumistry’s team responsible for the performance, retention, and expansion of our existing customer base. This role manages a team of Account Managers and Retention Specialists focused on protecting recurring revenue, reducing churn, and driving expansion opportunities. As Lumistry continues to scale, this role plays a critical part in building a high-performance account management organization that balances customer success with revenue growth. This leader is responsible for driving key retention and growth outcomes, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals, and expansion revenue generated from Lumistry’s existing customers.What you'll doTeam Leadership & CoachingLead, mentor, and develop a team of Account Managers and Retention Specialists responsible for the health and growth of Lumistry’s customer base.Build a performance culture rooted in accountability, proactive customer engagement, and revenue execution.Lead structured team operating rhythms such as 1:1s, team meetings, and pipeline reviews to improve performance across deals, at-risk accounts, and retention efforts.Own hiring, onboarding, and ongoing development to build a strong and scalable team.Identify skill gaps and implement targeted coaching plans to drive individual quota attainment.Retention & GRR OwnershipLead the strategy and execution to improve Gross Revenue Retention (GRR) by reducing churn.Oversee the Retention team’s outreach cadences, save plays, and escalation workflows while ensuring disciplined execution against churn reduction goals.Establish proactive risk detection frameworks to identify and mitigate churn risk early.Resolve complex or escalated customer issues with urgency, empathy, and clear ownership.Report weekly on churn risk exposure, save rates, and GRR trending against target.Revenue Growth & NRR OwnershipImprove NRR performance by coaching the AM team to identify, qualify, and close expansion opportunities within their books.Provide strategic oversight on complex renewals and expansion opportunities to help advance key deals.Ensure the team meets expansion revenue targets while maintaining disciplined pipeline execution and accurate forecasting.Partner with Sales leadership on cross-sell campaigns, pricing strategy, and upsell motion development.Customer Success & Product AdoptionChampion consistent QBR execution across the AM team and drive accountability for insight-led, outcome-focused business reviews.Promote best practices for product adoption, stakeholder engagement, and account planning.Serve as the voice of the customer internally by aggregating and escalating customer feedback with business context while closing the loop on outcomes.Build relationships with key customer stakeholders at the executive level when the situation demands it.Operations & Cross-Functional CollaborationMaintain CRM rigor across the team by enforcing hygiene standards in Salesforce, including account health, risk flags, and pipeline documentation.Partner with RevOps to ensure accurate segmentation, forecasting, and revenue reporting.Collaborate with Product to surface customer feedback, advocate for key enhancements, and inform roadmap priorities based on customer usage patterns and retention insights.Work with Marketing and Inside Sales to coordinate expansion campaigns and reactivation efforts.Support customer advocacy initiatives including case studies, referrals, and customer testimonials.Other duties as assignedRequired Education, Knowledge and Special Skills:5+ years of experience in account management, customer success, or B2B SaaS sales, with at least 2 years in a team lead or manager capacity.Demonstrated track record of driving GRR and NRR results in a SaaS environment.Experience managing teams responsible for both retention and expansion revenue.Strong coaching instincts with the ability to identify performance gaps and close them through structured development.Consultative sales skills and comfort leading negotiations, renewals, and executive-level conversations.Exceptional organizational skills with the ability to manage a high-volume team portfolio and competing priorities.Proficiency in Salesforce and experience with pipeline management and forecasting.Outstanding written and verbal communication skills.Preferred Skills/Experience:Background in pharmacy, healthcare IT, or digital health.Experience in a PE-backed, performance-driven SaaS environment.Familiarity with subscription business models, recurring revenue metrics, and churn analysis.Prior experience working with RevOps to improve CRM infrastructure.Comfort analyzing account-level data and translating insights into team-level coaching and strategy.
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