Account Manager

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.