[Remote] Account Manager

Note: The job is a remote job and is open to candidates in USA. Clearwave Corporation is a healthcare technology company providing a patient-engagement platform for specialty practices. The Account Manager owns commercial outcomes for a portfolio of customers, including renewals, revenue expansion, pricing negotiations, and executive relationships. The role partners with Customer Success and cross-functional teams to retain and grow customer accounts.

Responsibilities

• Own the full renewal lifecycle for a defined portfolio — from 90-day-out planning through contract signature
• Initiate, lead, and close all renewal conversations
• Lead all pricing negotiations, contract term discussions, and multi-year deal structures
• Manage discounting decisions and non-standard commercial terms in partnership with Finance and Legal
• Process and document churn and downsell outcomes; own churn review meetings with CSM counterparts to drive lessons learned
• Maintain accurate renewal forecasting in CRM with clear risk flags and confidence levels
• Execute upsell and cross-sell motion end-to-end: qualify, build business case, propose, and close
• Act on upsell signals flagged by CSMs in CRM
• Own ECI assessments and determinations as a pricing-related commercial activity
• Identify and pursue expansion opportunities across Platinum, Voice AI, multi-product, and multi-year structures
• Collaborate with Sales leadership on whitespace analysis and expansion prioritization across the portfolio
• Own C-suite and economic buyer relationships entirely
• Lead executive introductions when a new executive joins a customer organization
• Own EBR scheduling, the executive overview and strategic context section, meeting facilitation (open and close), and all commercial follow-up actions
• Coordinate EBR dry runs with internal teams
• Lead the commercial save conversation the moment churn risk is real
• Own customer escalations to C-suite or CEO level
• Lead Platinum and Voice AI rollout steering and escalation with the customer
• Accountable for securing testimonials, case studies, and joint presentations
• Identify customers suited for advisory boards, reference calls, and co-marketing opportunities in partnership with Marketing
• Own the new customer handoff from Sales to CS
• Lead onsite visits when the agenda is strategic or commercia
• Provide structured feedback from the field to Product, Marketing, and Executive leadership
• Partner daily with CSMs: share account intelligence, align on health, and coordinate on EBR prep and churn risk response
• Engage Product on roadmap input and feature requests that have strategic commercial implications
• Work with Finance and Legal on commercial approvals, pricing exceptions, and non-standard terms
• Provide the VP of Account Management and leadership with regular portfolio updates, risk flags, and renewal forecasts

Skills

• 3–7 years in Account Management, Customer Success with commercial ownership, or a revenue-carrying customer-facing role
• Demonstrated track record of owning renewals and hitting GRR or Net Revenue Retention targets
• Experience managing complex contract negotiations with mid-market or enterprise customers
• Comfortable engaging at VP and C-suite levels; able to drive business conversations grounded in customer outcomes
• Strong commercial instincts: can identify opportunity, build a business case, and close
• Background in SaaS, Health IT, or revenue cycle / practice management technology
• Familiarity with GRR and NRR as commercial operating metrics
• Experience with CRM platforms (Salesforce preferred) for pipeline and renewal management
• Prior experience leading or participating in Executive Business Reviews
• Commercial mindset — you think in customer value, risk, and revenue impact
• Relationship depth — you build genuine trust at the executive level, not just rapport
• Clear lane discipline — you know what belongs to you and what belongs to the CSM, and you operate accordingly
• Organized and proactive — you manage a book of business without letting renewals or relationships slip
• Collaborative — you bring the right people in at the right moment
• Resilient — you can navigate difficult renewal and churn conversations without flinching

Benefits

• Remote (United States)

Company Overview