Head of Account Management

Position Overview

• Location Type: Remote
• Job Type: Full-Time

Company Information

Medely is a high-growth series-C technology start-up reimagining the future of healthcare work by providing an on-demand marketplace and workforce management tools. With the support of top-tier investors, Medely has quickly become a go-to platform for healthcare professionals to instantly access high-paying jobs with the freedom and flexibility to work when and where they want. As a fully remote team of sharp, collaborative, and entrepreneurial individuals, we are dedicated to redefining the way healthcare workers and facilities work together to provide for patients. We are looking for passionate and skilled professionals to join our team and help us take on tough challenges in this fast-expanding healthcare industry segment. Join us in our mission to transform the healthcare staffing industry and improve patient lives!

The Role

We are seeking an experienced and strategic Head of Account Management to lead our post-sale customer engagement efforts. This role will oversee our team of Account Managers and drive retention, expansion, and overall customer success across our facility partners. Your mandate is to deepen customer relationships, expand revenue within accounts, and ensure long-term success for our SMB and Partnership customers. You’ll be instrumental in shaping how we engage, grow, and retain our customers as we continue to scale. The ideal candidate brings deep expertise in healthcare account management, a data-driven mindset, and a passion for building and scaling high-performing teams.

Responsibilities

• Drive Revenue Growth Within Existing Accounts: Lead expansion efforts, including upsell and cross-sell of new products, services, and markets. Establish scalable frameworks that maximize lifetime value (LTV) from our customer base.
• Expand Product Adoption: Partner with customers to increase utilization of Medely’s Marketplace and full suite of workforce solutions, including scheduling tools, credentialing, and analytics.
• Retention and Renewal Strategy: Build and execute strategies to increase customer satisfaction, reduce churn, and improve contract retention rates. Own and enhance retained and active monthly users.
• Team Leadership & Performance Management: Manage and mentor a high-performing team of Account Managers and leaders. Set clear performance goals, conduct regular reviews, and support career development.
• Executive Customer Engagement: Serve as a strategic advisor to key facility partners. Elevate the level of engagement through QBRs, performance reviews, and senior stakeholder relationships.
• Customer Segmentation & Playbooks: Work closely with Revenue Operations to drive segmentation strategies and playbooks tailored to market type, customer maturity, and account potential. Ensure high-touch service to high-potential accounts while maintaining scale.
• Cross-Functional Alignment: Partner with Sales, Marketing, Product, and Operations to deliver a seamless post-sale experience. Provide feedback loops that influence roadmaps and strategic initiatives.

Who You Are

• 10+ years of experience in account management, customer success, or client services, ideally within healthcare, staffing, workforce management, or a marketplace environment.
• 5+ years of experience in a leadership role managing account teams.
• Strong track record of driving revenue expansion, customer retention, and operational excellence.
• Strong executive presence and ability to influence senior decision-makers.
• Proficiency with CRM platforms (Salesforce preferred) and customer success tools.
• Analytical, strategic thinker with a bias toward action and continuous improvement.

Why Medely: Benefits & Perks

• Competitive Compensation: Based on experience and performance.
• Long-term Incentives: 401k.
• Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance.
• Flexibility: We believe that work/life balance is important, so we offer twenty days of Paid Time Off and eleven paid holidays.