Strategic Account Manager

The role

You will own the health, retention, and growth of customer accounts from signature through post-go-live. You will act as the primary relationship holder to ensure customers realize value from Mia and identify expansion opportunities.

What you will do

• Track agent performance including containment, transfers, and reschedule, cancel and confirm rates.
• Review call logs and transfers to suggest fixes to the call flow.
• Turn issues into tickets for Product and Engineering and follow them to resolution.
• Be the day-to-day point of contact for accounts.
• Run regular check-ins and program reviews.
• Support customers through soft launch, go-live and ongoing agent updates.
• Work with Product, Engineering, QA, Sales and Solutions.
• Join onsite visits, whiteboarding sessions and industry events.
• Build recurring performance reports and ROI models.
• Spot expansion opportunities 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.
• A strong storyteller who can turn data into a clear story about value.
• Collaborative and works well with cross-functional teams.
• Strong attention to detail.
• Comfortable with data, spreadsheets and dashboards.
• Proactive and comfortable with ambiguity.
• Open to change and able to pivot quickly in a fast-paced startup.

Nice to have

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

About the company

Hello Patient is transforming healthcare communication through advanced conversational AI. The company is backed by Scale and 8VC.