Director of Account Management 🚀

As the Director of Account Management at Healia Health, you will lead the strategy, execution, and performance of our client-facing account management function. You will be responsible for building and scaling a high-performing team that helps employers maximize the value of their healthcare benefits programs while driving retention, expansion, and long-term client success.

In this role, you will set the vision for how Healia engages with clients post-sale, establishing the processes, playbooks, and performance standards that drive exceptional client outcomes and sustainable revenue growth. You’ll partner closely with Sales, Client Operations, Product, Claims, and Engineering to ensure the voice of the customer influences company priorities and that clients consistently realize measurable value from their partnership with Healia.

This is a highly strategic and hands-on leadership role. You’ll coach Account Managers on renewals, executive relationship management, and expansion opportunities while personally engaging with key accounts and high-impact client situations. Success in this role will be measured by portfolio retention, net revenue retention, client satisfaction, and the development of a world-class Account Management organization.

This is a full-time, in-office role (5 days/week) based in Columbus, OH.

✅ Your responsibilities will include...

• Revenue Expansion: Develop and oversee strategies that drive enrollment growth through renewals, plan enhancements, better education opportunities, senior leadership buy-in, onsite events, and additional product adoption across the client portfolio
• Retention Strategy: Own company-wide client retention performance, establishing processes and interventions that proactively identify and mitigate account risk
• Executive Relationship Management: Build and maintain relationships with senior stakeholders at key client accounts, serving as an executive sponsor and escalation point when needed
• Team Leadership & Development: Recruit, coach, and develop a high-performing team of Account Managers, creating a culture of accountability, client obsession, and continuous improvement
• Account Management Operations: Design scalable account management processes, playbooks, reporting, and success metrics that improve consistency and performance across the team
• Forecasting & Performance Management: Own retention and expansion forecasting, monitor team performance against goals, and provide visibility into revenue opportunities and risks
• Cross-Functional Leadership: Partner closely with Sales, Client Operations, Claims, Product, and Engineering to improve the client experience and advocate for initiatives that increase retention and growth
• Voice of the Customer: Gather and synthesize client feedback to influence product development, operational improvements, and company strategy
• Key Account Oversight: Personally support the company’s most strategic client relationships and lead executive-level renewal and expansion conversations

🚀 You'll be successful in this role if you...

• Have 5+ years of experience in account management, customer success, consulting, or client-facing revenue roles, with at least 2+ years leading teams
• Have a proven track record of driving retention, renewals, and revenue expansion across a portfolio of enterprise or mid-market clients
• Have experience building, coaching, and managing high-performing client-facing teams
• Are comfortable operating as both a strategic leader and hands-on operator in a fast-growing environment
• Have strong executive presence and can effectively engage with senior decision-makers and C-suite stakeholders
• Have a data-driven approach to managing performance, forecasting results, and identifying growth opportunities
• Bring a scrappy, entrepreneurial mindset and thrive in environments where processes are still being built and refined
• Have exceptional communication, presentation, negotiation, and relationship-building skills

⭐ Bonus points

• Prior experience at a startup
• Prior experience in the healthcare or insurance industry
• Understanding of the healthcare benefits regulatory environment