Account Manager

ABOUT THIS ROLE 

The Account Manager (AM) is a commercial role at Clearwave, created to put dedicated revenue ownership on the customer base. As Clearwave scales, this role exists to ensure that renewals, contract expansion, pricing discussions, and executive relationships have a focused commercial owner — distinct from the product and operational focus of our Customer Success Managers. 

The AM owns the business outcomes of a defined portfolio of accounts. You are the primary point of contact for renewals, upsells, and executive engagement. You partner closely with Customer Success Managers (CSMs), who own day-to-day product adoption, health monitoring, and operational support, but you own the revenue. 

This is a high-impact, relationship-driven commercial role. It requires the ability to navigate executive conversations, lead negotiations, and drive deals to close while maintaining the trust of customers who have been with Clearwave for years. We're open to most backgrounds, and our ideal applicant has experience or aptitude with sales, client services, true account management, and has worked in SaaS and/or healthcare.

CORE RESPONSIBILITIES 

Renewal Ownership 

• Own the full renewal lifecycle for a defined portfolio — from 90-day-out planning through contract signature 

• Initiate, lead, and close all renewal conversations

• Lead all pricing negotiations, contract term discussions, and multi-year deal structures 

• Manage discounting decisions and non-standard commercial terms in partnership with Finance and Legal 

• Process and document churn and downsell outcomes; own churn review meetings with CSM counterparts to drive lessons learned 

• Maintain accurate renewal forecasting in CRM with clear risk flags and confidence levels 

Upsell & Revenue Expansion 

• Execute upsell and cross-sell motion end-to-end: qualify, build business case, propose, and close 

• Act on upsell signals flagged by CSMs in CRM

• Own ECI assessments and determinations as a pricing-related commercial activity 

• Identify and pursue expansion opportunities across Platinum, Voice AI, multi-product, and multi-year structures 

• Collaborate with Sales leadership on whitespace analysis and expansion prioritization across the portfolio 

 Executive Relationships & Strategic Engagement 

• Own C-suite and economic buyer relationships entirely

• Lead executive introductions when a new executive joins a customer organization 

• Own EBR scheduling, the executive overview and strategic context section, meeting facilitation (open and close), and all commercial follow-up actions 

• Coordinate EBR dry runs with internal teams

• Lead the commercial save conversation the moment churn risk is real

• Own customer escalations to C-suite or CEO level

• Lead Platinum and Voice AI rollout steering and escalation with the customer

 Customer Advocacy & Market Intelligence 

• Accountable for securing testimonials, case studies, and joint presentations

• Identify customers suited for advisory boards, reference calls, and co-marketing opportunities in partnership with Marketing 

• Own the new customer handoff from Sales to CS

• Lead onsite visits when the agenda is strategic or commercia

• Provide structured feedback from the field to Product, Marketing, and Executive leadership 

 Cross-Functional Collaboration 

• Partner daily with CSMs: share account intelligence, align on health, and coordinate on EBR prep and churn risk response 

• Engage Product on roadmap input and feature requests that have strategic commercial implications 

• Work with Finance and Legal on commercial approvals, pricing exceptions, and non-standard terms 

• Provide the VP of Account Management and leadership with regular portfolio updates, risk flags, and renewal forecasts 

WHAT WE'RE LOOKING FOR 

Required Experience & Abilities

• 3–7 years in Account Management, Customer Success with commercial ownership, or a revenue-carrying customer-facing role 

• Demonstrated track record of owning renewals and hitting GRR or Net Revenue Retention targets 

• Experience managing complex contract negotiations with mid-market or enterprise customers 

• Comfortable engaging at VP and C-suite levels; able to drive business conversations grounded in customer outcomes 

• Strong commercial instincts: can identify opportunity, build a business case, and close 
• Ability to travel up to 25%

 Preferred Experience 

• Background in SaaS, Health IT, or revenue cycle / practice management technology 

• Familiarity with GRR and NRR as commercial operating metrics 

• Experience with CRM platforms (Salesforce preferred) for pipeline and renewal management 

• Prior experience leading or participating in Executive Business Reviews 

 Competencies & Traits 

• Commercial mindset — you think in customer value, risk, and revenue impact 

• Relationship depth — you build genuine trust at the executive level, not just rapport 

• Clear lane discipline — you know what belongs to you and what belongs to the CSM, and you operate accordingly 

• Organized and proactive — you manage a book of business without letting renewals or relationships slip 

• Collaborative — you bring the right people in at the right moment 

• Resilient — you can navigate difficult renewal and churn conversations without flinching 

HOW THIS ROLE FITS WITHIN CLEARWAVE 

The Account Manager reports to the VP of Account Management and partners daily with Customer Success, Sales, Product, Finance, and Marketing. The AM team and the CSM team are co-owners of the customer relationship, each with a distinct lane. This is an evolving function, which means you will help shape how it operates. You will have input into playbooks, processes, and tooling.