Strategic Account Manager

The role

You will own the health, retention and growth of customer accounts from signature through post-go-live. You will be the main contact for your accounts and help customers get value from Mia.

What you will do

• Track agent performance across your accounts, including containment, transfers, and reschedule, cancel and confirm rates.
• Review call logs and transfers to find where the agent falls short and suggest call flow fixes.
• Turn issues into clear tickets for Product and Engineering and follow them through to resolution.
• Be the day-to-day point of contact and build a trusted advisor relationship with each customer.
• Run regular check-ins and program reviews, and send a status recap after each one.
• Support customers through soft launch, go-live and ongoing agent updates.
• Work with Product, Engineering, QA, Sales and Solutions to meet customer needs.
• Build recurring performance reports that show customers the value of Mia.
• Help build ROI models from customer data and present them to customer leadership.
• Spot expansion opportunities and help Sales and Solution Engineers scope them, and support order forms, renewals and invoicing follow-up.

Required qualifications

• 3+ years in account management, customer success or a similar client-facing role.
• Strong written and verbal communication.
• Able to turn data into a clear story about value.
• Works well with cross-functional teams and is happy to wear multiple hats.
• Strong attention to detail.
• Comfortable working in spreadsheets, reading dashboards and explaining numbers.
• Proactive and comfortable with ambiguity.
• Open to change, able to pivot quickly and does well in a fast-paced startup.

Nice to have

• Experience in healthcare, health tech or working with medical practices.
• Uses AI or automation tools every day to work faster.
• Background in practice operations, revenue cycle or patient scheduling.
• Some exposure to SQL, BI tools or call center metrics.

Benefits

• Meaningful equity in a fast-growing healthtech startup.

About the company

Hello Patient builds conversational AI for healthcare communication, engaging patients through calls and texts from scheduling to billing. It is backed by Scale and 8VC.