Strategic Account Manager

Hello Patient is transforming healthcare communication through advanced conversational AI, and they are seeking a Strategic Account Manager to own the health, retention, and growth of customer accounts. In this role, you will be the primary relationship holder responsible for ensuring customers realize value from the service, managing communication, and driving long-term customer success.

Responsibilities:

• Maintain real-time visibility into account performance—monitoring KPIs, investigating anomalies, and partnering with QA to identify and resolve issues before they escalate Ensure risks are communicated proactively to customers and internal teams
• Serve as the primary point of contact for your accounts
• Establish consistent communication rhythms, manage expectations through changes and escalations, and advocate internally for customer needs
• Lead customer-facing communications during implementation to build relationships early, and ensure smooth handoffs to ongoing success with clear ownership and context
• Understand each customer's goals and success criteria
• Partner with our Business Analyst to define the right metrics, interpret performance data, and translate findings into clear narratives
• Identify expansion opportunities based on performance and evolving customer needs
• Partner with Sales and Solution Engineers to scope and support new use cases