[Hiring] Director of Account Management @Alaffia Health

Role Description

We're looking for a Director of Account Management to build and lead the team responsible for the full customer lifecycle across Alaffia's book of health plan customers. This is a player-coach role: you'll manage and develop a team of Account Managers while also owning strategic oversight of our largest and most complex accounts. You'll be a key partner to Sales, Product, and Leadership in shaping how Alaffia retains and grows its customer base as we scale.

Your Responsibilities

• Team Leadership & People Management
  • Hire, coach, and manage a team of Account Managers, setting clear goals, providing regular feedback, and developing their skills in account strategy, negotiation, and healthcare domain expertise.
  • Own the overall revenue target across the entire AM team's book of business, including onboarding/implementation, expansion, renewals, and retention.
  • Establish account segmentation, book assignment, and coverage models to ensure the right level of attention across small, mid-size, and strategic health plan accounts.
  • Build and refine team processes, playbooks, and QBR frameworks that AMs use consistently across their portfolios.
• Strategic Account Ownership
  • Personally own relationships with a select portfolio of Alaffia's largest and most strategic health plan customers.
  • Build and nurture executive-level relationships with VP and C-suite stakeholders, payment integrity leaders, and claims operations executives at key accounts.
  • Lead or oversee Quarterly Business Reviews for strategic accounts, identifying growth opportunities and ensuring customers realize measurable ROI from Alaffia's audits and AI SaaS tools.
  • Serve as an escalation point for at-risk accounts, partnering with AMs to resolve issues and protect retention.
• Cross-Functional & Operational Leadership
  • Partner closely with Sales leadership to ensure a smooth handoff from sale to onboarding, and align on expansion strategy across the joint pipeline.
  • Work with Product and Engineering to translate customer feedback and usage trends into a prioritized voice-of-customer input for the roadmap.
  • Review portfolio-level volume and revenue trends monthly, identifying risks or opportunities and briefing Leadership accordingly.
  • Own and continuously improve internal AM policies, procedures, and enablement materials (documentation, training, tooling).
  • Report on team performance, retention, and expansion metrics to Sales/Revenue Leadership and the executive team.

Qualifications

• 6+ years of experience in sales, customer success, or account management in a B2B organization, including 2+ years directly managing a team.
• Deep understanding of health insurance, medical billing and coding, and payment integrity.
• Proven track record of building or scaling an account management function, including hiring, coaching, and performance management.
• Demonstrated success owning and exceeding a team-level revenue, retention, or expansion target.
• Strong experience implementing and supporting SaaS and/or services solutions in complex enterprise environments.
• Excellent executive presence, with a demonstrated ability to build trusted advisor relationships with senior decision-makers.
• Strong analytical skills, with the ability to synthesize account and portfolio-level data into clear strategic recommendations.
• Exceptional communication, negotiation, and cross-functional collaboration skills.
• Experience building processes, playbooks, or frameworks from the ground up in a fast-paced, high-growth environment.
• Familiarity with CRM and account management tooling, and common SaaS/services retention and expansion metrics (NRR, GRR, expansion rate, etc.).

Benefits

• Competitive compensation package (cash + equity).
• Medical, Dental and Vision benefits.
• Flexible, paid vacation policy.
• Work in a flat organizational structure — direct access to Leadership.