Vice President of Account Management

About the Role 

This position is responsible for taking full ownership of customer growth, retention, and satisfaction—focusing primarily on Office Ally’s top 250 customers by revenue and revenue potential. This executive will be responsible for building and scaling a results-driven account management organization that drives impact where it matters most. This position will lead hiring, define KPIs, implement structured best practices, and actively engage with high-value customers both remotely and in person to maximize long-term partnerships and lifetime value 

What You’ll Do 

Strategy & Transformation   

• Create and implement an account management function to support the business to include processes that influence claims submission timelines and revenue realization.   
• Build and execute a scalable strategy that supports company growth and delivers measurable impact.   
• Define KPIs and reporting frameworks to track performance (e.g. NRR, churn, CSAT, NPS).    

Team Leadership  

• Lead, grow, and develop a high-performing Account Management team   
• Foster a customer-centric culture of accountability, continuous improvement, and collaboration.   
• Coach team members and implement best practices, playbooks, and operational standards.   

Client Retention & Growth   

• Own client health, satisfaction, and retention metrics.   
• Design programs for onboarding, training, QBRs, renewals, and client advocacy.   
• Partner with Sales to drive upsell/cross-sell opportunities and support expansion efforts.   

Customer Experience & Engagement   

• Oversee the full customer journey to ensure value realization and high engagement.   
• Address client needs through proactive support and escalate issues where necessary.   
• Implement scalable processes for onboarding, support, and ongoing success.   

Cross-Functional Leadership   

• Collaborate with Product, Sales, Marketing, Operations, and Finance to align around customer outcomes.   
• Serve as the voice of the customer to influence product roadmap, services, and go-to-market strategy.   
• Lead customer feedback and advocacy programs (e.g., testimonials, advisory boards).   

Reporting & Insights   

• Leverage Salesforce, Power BI, and other tools to monitor customer health and success metrics such as claims volume and speed to first payment.   
• Use data to highlight onboarding effectiveness, clearinghouse engagement, and long-term retention trends.    
• Apply a data-driven approach to decision-making and continuous improvement.  

What You’ll Need 

• Bachelor’s degree in business, healthcare management, or a related field 
• 7+ years of experience in Client Success, Account Management, or related roles in B2B SaaS, with 5+ years in leadership 
• Proven success improving customer satisfaction, retention, and expansion in a recurring revenue model 
• Experience building and scaling an account management organization within a high-growth environment 
• Strong consultative, strategic planning, and executive relationship skills 
• Proficiency in CRM and analytics platforms (e.g., Salesforce, Power BI) 

Nice to Have 

• Familiarity with customer success platforms (e.g., Gainsight, ChurnZero) 

Travel Requirements 

• This role requires up to 20-25% travel, which may include conferences, client meetings, team gatherings, or company events. 
• Travel will typically be scheduled in advance and supported by the company.