Account Manager
Manage a portfolio of Mid-Market employer customers as a trusted advisor on ICHRA benefits strategy, renewals, QBRs, and open enrollment. Build relationships with HR leaders and stakeholders to drive retention, compliance, and customer health in a fast-growing health tech company. Requires 5+ years in account management or customer success, ideally in benefits/HR tech.
About the job
What you'll do
- Own a portfolio of Mid-Market employer customers and their benefit brokers, serving as a trusted advisor on benefits strategy, renewals, employee engagement, and long-term success.
- Build and maintain relationships with key stakeholders, including executive sponsors, HR leaders, benefits consultants, and day-to-day administrators, developing a deep understanding of each customer’s goals and success criteria.
- Lead annual renewal conversations, providing consultative guidance on contribution strategy, plan design considerations, and annual fee adjustments while driving long-term retention and customer health.
- Prepare and facilitate Quarterly Business Reviews (QBRs), delivering performance insights, product updates, strategic recommendations, and account plans that align with customer objectives. Over time, there will also be opportunities for upsell/cross-sell.
- Monitor customer health, identify risks and opportunities, and develop proactive action plans to drive retention and long-term success.
- Partner with customers to fulfill ICHRA and benefits compliance requirements, including annual reporting obligations, employee eligibility considerations, and management of Medicare and COBRA populations.
- Lead annual Open Enrollment planning and execution, driving employee engagement and successful enrollment outcomes (with NRR as the key metric); during peak season, manage customer onboarding activities as needed.
- Partner cross-functionally with Implementation, Product, Operations, and Sales to manage escalations, advocate for customer needs, and deliver exceptional customer experiences.
- Contribute to the development of scalable account management processes, playbooks, tooling, customer education programs, and best practices as Thatch continues to grow.
Background we're looking for
- 5+ years of experience in Account Management, Customer Success, Benefits Consulting, or another client-facing role, ideally within health benefits, HR technology, or digital health.
- Strong strategic thinking and problem-solving skills, with the ability to connect customer goals to business outcomes.
- Experience leading customer business reviews, strategic planning conversations, renewals, or other consultative account management activities.
- Excellent communication and presentation skills, with the ability to tailor messaging to a variety of audiences.
- Strong organizational and project management skills, with the ability to manage multiple priorities simultaneously.
- Comfortable operating in a fast-paced, high-growth environment and navigating ambiguity with confidence.
- Deep customer empathy, ownership mentality, and commitment to delivering exceptional customer experiences.
- Curiosity, humility, and a collaborative, team-first mindset.
Skills
Account Management, Customer Success, Benefits Consulting, Ichra, QBRs, Renewals, Open Enrollment, Benefits Strategy, Stakeholder Management, Cross-Functional Collaboration
Similar jobs
Account Management jobs
Figma
United States
Leads a team of SMB Account Executives, driving high-velocity sales performance through coaching, forecasting, pipeline generation, and process development. Requires at least five years of SaaS sales experience and experience managing velocity-sales account executives.
Square
Miami, FL
Manages and expands a portfolio of mid-market services sellers, advising them on payments, business management, and banking solutions in English and Spanish. Requires 5+ years in account management or sales, consultative selling expertise, and a record of strategic account growth and retention.
Bilt Rewards
New York, NY
Manages property onboarding, training, operations, and partner relationships across a rental-property network. The role requires 3–5 years of property management, leasing, or multifamily marketing experience, strong project and communication skills, and travel of 25–30%.
WorkWhile
United States
Manage a portfolio of customer accounts, build trusted advisor relationships, drive renewals and upsell opportunities, and ensure successful delivery of solutions to meet sales quotas.
Lyft
San Francisco, CAManages enterprise customer relationships for Lyft Business, designing transportation solutions and growing revenue across large accounts. The role requires at least four years of customer-facing experience, strong account strategy, pipeline management, and the ability to work toward revenue targets.