Overview:
As an Account Manager, you will own the post-implementation success of Latent Health’s health system customers and operate with deep customer obsession. You will be accountable for driving adoption, delivering measurable clinical and operational results, and demonstrating ROI by tying product usage to real outcomes. Because healthcare is deeply relationship-driven, success in this role depends on building trusted, long-term partnerships that result in satisfied, referenceable customers who advocate for Latent’s impact. You will be comfortable navigating complex, matrixed healthcare organizations and operating with a high degree of ownership and accountability in ambiguous environments. The ideal candidate is passionate about transforming healthcare and is energized by advocating for customers.
Key Responsibilities:
- Develop strong executive and operational relationships that drive trust, retention, and reference-ability across health system accounts.
- Own the post–go-live relationship for hospital and health system customers, building trusted partnerships across clinical, pharmacy, operational, IT, and executive stakeholders while navigating complex governance structures.
- Drive adoption across departments and use cases, partnering with customers to define, track, and communicate outcomes tied to quality, efficiency, patient impact, and ROI.
- Proactively identify and address risks related to change management, resourcing, and workflow alignment.
- Own renewals by ensuring value is clear and aligned with executive priorities.
- Identify and advance upsell and cross-sell opportunities by aligning additional capabilities to customer needs, outcomes, and demonstrated ROI.
- Partner cross-functionally with Product, Design, Engineering, and Sales to deliver tailored, enterprise-grade solutions and resolve complex issues.
- Synthesize customer feedback and usage patterns 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.
Candidate Profile:
Seniority:
- 3–7 years of experience in white-glove Account Management roles or as a top-performing consultant (e.g., MBB, Big Four) with a focus on premium advisory service.
Work Experience:
- Demonstrated track record in white-glove Account Management roles or top-tier consulting environments.
- Proven success driving renewals and expansion in complex, regulated environments.
- Experience with AI, analytics, SaaS, or deep tech products within the healthcare industry.
Skills:
Hard Skills:
- Ability to build and maintain deep relationships across diverse customer profiles, from operational staff to C-level executives.
Soft Skills:
- Strong communication and interpersonal skills, with the ability to collaborate cross-functionally (Product, Design, Engineering, Sales).
- Low ego, high agency, and a strong team-oriented mindset.
Additional Requirements:
- Background in or strong appreciation for the healthcare or pharmaceutical industry.
- Willingness to travel approximately 20% (2–4 times per month, e.g., Boston, Florida).
Work Environment:
- Full-time position.
- In-person, 3+ days per week.
- Location: New York, NY (or San Francisco office, as applicable).
Compensation & Benefits:
- Salary: $160,000.
- Equity: Competitive.
- Visa Sponsorship: Not available.
Traits to Avoid:
- Candidates with frequent short stints (less than 1 year).
- Candidates with only Customer Success (CSM) experience without deeper account ownership.
