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 DoOwn Account HealthTrack how the agents are performing across your accounts, including containment, transfers, and reschedule, cancel and confirm rates. Dig into anything unusual before the customer notices it.
Review call logs and transfers to find where the agent falls short, and suggest fixes to the call flow.
Turn issues into clear tickets for Product and Engineering, follow them through to resolution, and keep customers updated along the way.
Be the day-to-day point of contact for your accounts. Build a trusted advisor relationship so customers see you as part of their team, not just a vendor contact.
Run regular check-ins and program reviews, and send a clear status recap after each one.
Support customers through soft launch, go-live and ongoing agent updates, like new locations, providers, voice and script changes.
Work with Product, Engineering, QA, Sales and Solutions to get customers what they need, and wear whatever hat the day calls for.
Join onsite visits, whiteboarding sessions and industry events.
Build recurring performance reports and use them to help customers understand the value they're getting from Mia.
Help build ROI models from customer data and turn them into clear stories for customer leadership.
Spot expansion opportunities, such as new agents, chatbot, billing, referrals and new locations, and help Sales and Solution Engineers scope them.
Support order forms, renewals and invoicing follow-up.
What We're Looking ForMust have:
3+ years in account management, customer success or a similar client-facing role.
Strong written and verbal communication. You can read between the lines, build excitement and handle pushback with confidence.
A strong storyteller who can turn data into a clear story about value.
Collaborative and works well with cross-functional teams. You're happy to wear multiple hats.
Strong attention to detail, so nothing falls through the cracks between customers and internal teams.
Comfortable with data. You can work in spreadsheets, read dashboards and explain what the numbers mean.
Proactive and comfortable with ambiguity. You know when to solve a problem yourself and when to escalate.
You love building from the ground up. You're open to change, can pivot quickly and do well in a fast-paced startup.
Experience in healthcare, health tech or working with medical practices.
You use AI or automation tools every day to work faster.
Background in practice operations, revenue cycle or patient scheduling.
Some exposure to SQL, BI tools or call center metrics.
Base salary: $80K–$110K
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.
Skills Required
- 3+ years of experience in account management, customer success, or a similar client-facing role
- Strong written and verbal communication skills
- Ability to turn data into clear value stories
- Collaborative approach and ability to work cross-functionally
- Strong attention to detail
- Comfort working with data, spreadsheets, and dashboards
- Proactive approach and comfort with ambiguity
- Ability to work effectively in a fast-paced startup environment and adapt to change
- Experience in healthcare, health tech, or medical practices
- Daily use of AI or automation tools
- Background in practice operations, revenue cycle, or patient scheduling
- Exposure to SQL, BI tools, or call center metrics
What We Do
Hello Patient is transforming healthcare communication through advanced conversational AI. After spending 3.5 years scaling Carbon Health's technology during its hypergrowth, our founding team witnessed firsthand how much clinical time gets wasted on basic communication—great clinicians buried in administrative work, patients frustrated by missed connections and phone tag. Our enterprise-grade AI platform proactively engages patients through perfectly timed calls and texts, naturally resolving complex interactions end-to-end—from patient acquisition and scheduling to retention. Built with security and compliance at its core, our technology integrates seamlessly with existing healthcare infrastructure to deliver 24/7 patient engagement while enabling staff to focus on what matters most: providing exceptional care. Backed by 8VC, we're building the future of healthcare communication, one conversation at a time.
