About The Role

Hello Patient is hiring a Strategic Account Manager to own the health, retention, and growth of our customer accounts from signature through post-go-live. You will be the primary relationship holder for your accounts, responsible for ensuring customers consistently realize value from Mia, identifying risks early, and helping customers expand how they use HelloPatient over time.

This is a proactive, ownership-driven role. You’ll maintain a clear, up-to-date understanding of how each account is performing, monitor key signals to catch issues before they escalate, and partner closely with internal teams to drive resolution.

Customers should view you as a trusted partner, essentially an extension of their team who understands their business, not just a point of contact for a software vendor.

While you’ll stay involved during the initial implementation to establish the relationship and ensure smooth handoffs and communication, your core responsibility ramps up after go-live to own the customer experience, manage communication and expectations, and be accountable for long-term customer success.

What You'll Do

Own Account Health

• 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

Manage Customer Relationships

• 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

Drive Performance & Growth

• 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

What We're Looking For

Must have

• 3+ years in account management, customer success or similar client-facing role

• World-class communication skills, both written and verbal. Being able to read between the lines and both hype up and de-escalate challenging customer situations.

• Strong attention to detail, ensuring nothing falls through the cracks when communicating customer updates to internal teams.

• Proactive and self-directed—you have a strong bias towards action and take initiative without waiting to be asked. You are willing to work proactively.

• Ability to think critically and independently – you can think through implications and work through problems where there is ambiguity without hand-holding.

• Thrive in a fast-paced, demanding environment that reflects a commitment to being a team player and doing what it takes to keep up in a rapidly growing startup.

Preferred

• Experience in healthcare, health tech, or working with medical practices.

• Proficiency using AI/automation tools daily to help drive productivity and workflow.

• Background in operations, revenue cycle, or practice management

• Comfortable working with data—can interpret metrics, spot trends, and use SQL or AI tools for basic data manipulation.

Compensation

Base salary: $120K–$160K

Equity: Meaningful ownership in a fast-growing healthtech startup

About Hello Patient

Hello Patient is transforming healthcare communication through advanced conversational AI. Our founding team spent 3.5 years scaling Carbon Health's technology during hypergrowth, where we saw firsthand how much clinical time gets wasted on basic communication—great clinicians buried in admin work, patients stuck in phone tag.

Our AI platform proactively engages patients through perfectly timed calls and texts, resolving complex interactions end-to-end—from scheduling to billing to retention. Built with security and compliance at its core, our technology integrates with existing healthcare infrastructure to deliver 24/7 patient engagement.

Backed by Scale and 8VC, we're building the future of healthcare communication, one conversation at a time.