Account Manager

Latent is solving complex challenges in healthcare through robust and reliable Medical Intelligence. Our AI-driven solutions significantly enhance workflows for hospitals and clinics, enabling patients faster medication access while substantially boosting healthcare provider revenues. We are developing a suite of software solutions in conjunction with major healthcare systems to create fast, effective, and affordable access to a provider for every patient in the United States.

Our mission is immense, we have incredible customer engagement, and new systems are signing up with us all the time. None of this is easy, and we are seeking proactive and customer-obsessed Account Managers to join our core team of 6 to help oversee and manage healthcare systems. Account Managers create and nurture happy customers by driving successful product adoption, seamless implementations, and continuous satisfaction. You will collaborate closely with customers, Latent’s engineering teams, and our founders, directly influencing how healthcare institutions integrate and leverage our solutions. Notably, this role is extremely product facing; while technical experience is not necessary to be successful, proactivity, a willingness to learn, and the ability to transform user feedback into actions for our Engineering team is a huge component of this role.

This role is full-time and onsite in our SF or New York offices 5 days a week, with regular travel to customer sites across the country. Expect 2-3 trips per month across the country of 2-3 days each.

Responsibilities:

• Kickoff & Strategic Alignment:

  • Help onboard customers and drive an implementation alongside our technical resources.

  • Define clear KPIs and success criteria with customers from the outset.

  • Establish and maintain productive relationships with key technical contacts and leadership at customer sites.

  • Set a shared strategic vision for customer partnerships, aligning on immediate objectives and long-term growth.

• Technical Implementation:

  • Own and manage the entire customer implementation lifecycle, proactively guiding clients through well-defined technical onboarding processes.

  • Troubleshoot basic issues, escalating effectively to engineering when needed.

  • Drive rapid implementation timelines to accelerate customer value realization.

• Go-Live & Change Management:

  • Plan and execute structured Go-Live events and comprehensive onsite training sessions.

  • Facilitate change management, quickly moving users from initial onboarding to proficient daily utilization through targeted education and superuser enablement.

  • Actively manage and mitigate adoption risks, ensuring all users achieve their "aha" moment swiftly.

• Analytics, Feedback & Ongoing Management:

  • Conduct regular Monthly Business Reviews and KPI assessments with customer management, clearly communicating Latent’s value.

  • Organize consistent feedback loops, capturing customer insights to influence product improvements.

  • Maintain continuous communication with Pharmacy leadership, ensuring alignment and satisfaction at all organizational levels.

  • Regularly travel onsite to deepen relationships and uncover further growth opportunities.

• Upsell & Growth Support:

  • Support Account Executives in identifying and driving upsell opportunities.

  • Maintain a clear line of communication with internal leadership, flagging opportunities or concerns promptly.

  • Coordinate executive engagement activities, including customer dinners and strategic meetings at conferences.

Qualifications:

• 4+ years of experience in Account Management, Customer Success, or Implementation roles, ideally within healthcare technology or B2B SaaS environments.

• Demonstrated ability to successfully project manage product implementations from kickoff through ongoing customer management.

• Strong skills in customer relationship building, change management, and proactive problem-solving.

• Proven capability to communicate technical information clearly to non-technical stakeholders.

• Experience managing multiple accounts concurrently, maintaining exceptional attention to detail and proactive communication.

• Comfortable traveling 1-3x monthly to customer sites for direct engagement and relationship building. These are typically 2 days trips, with occasional week long trips to meet multiple clients.

• Excellent organizational and time-management skills, adept at navigating ambiguity and driving outcomes.

What We Value

• Comfort pushing the pace - Latent moves quickly, and a willingness to adapt is a must!

• A collaborative mindset, with excellent communication skills.

• A proactive approach to identifying and solving problems with minimal oversight - we are in maximum growth mode.

• An extremely strong work ethic with commitment to quality and detail.

Compensation: On target earnings for the role are between 180-220k/year including base salary and variable compensation of between 1/5 to 1/3 of base, meaningful equity, and comprehensive benefits. Variable compensation is uncapped, and compensation packages are based on a variety of factors including experience and expertise. If your compensation expectations fall outside this range, we still encourage you to apply.

Why You Should Join Us

• Strong backing from investors like General Catalyst, Conviction, and YC.

• Best-in-class team that is deeply mission-aligned and delivering value for health care partners who have a voracious appetite for our products.

• Have a huge impact on a small team with lots of green space for growth.

• Competitive salary, incentive compensation tied to you and your team's results, and equity compensation.

• Excellent benefits and versatile health, dental, and vision coverage plans.

• Paid parental leave.

• Unlimited PTO.