Strategic Account Manager

Summary 

We are seeking a dynamic Strategic Account Manager to join our Customer Success team and drive meaningful, lasting partnerships with health system customers while demonstrating the measurable value of Loyal's platform. In this pivotal role, you will own customer strategy, achieve a 95% Revenue Retention target within your book of business, and serve as the primary liaison between key accounts and Loyal's internal teams — directly contributing to Loyal's growth, product stickiness, and customer satisfaction.

The ideal Strategic Account Manager is a relationship-driven strategic thinker who goes beyond customer expectations to deliver real outcomes, and brings 3–5 years of experience in strategic account management or full-cycle sales within a SaaS or healthcare environment. You will report to our Chief Operating Officer and collaborate closely with Sales, Implementation, Product, and Marketing teams. This role offers the opportunity to serve as a trusted advisor to executive stakeholders at leading health systems while making a meaningful impact on how healthcare organizations engage with their patients.

If you're passionate about healthcare technology and ready to build the deep partnerships that transform customer relationships into long-term growth, we'd love to hear from you.

The Strategic Account Manager is responsible for demonstrating the value of Loyal’s platform and products to their customers and achieving a Revenue Retention target of 95% within their book of business, by:

• Coordinating with Loyal’s Implementation team and the customer during the implementation phase to collect customer’s baseline data and launch the solution on time
• Baselining customer performance before using Loyal solutions and tracking improvements in the performance of Loyal’s solutions throughout the partnership
• Reporting on and gaining buy-in on success from multiple stakeholders (inclusive of executive stakeholders)
• Recommending strategies to increase the usage and stickiness of Loyal’s products
• Identifying new opportunities across the customer organization to implement Loyal products
• Understanding stakeholder opinions of Loyal and executing on strategies to move customer stakeholders from unknown, detractor or passive status to promoter status on the People Map

You will: 

Revenue Retention & Account Ownership

• Owns a Revenue Retention goal of 95% within their book of business
• Maintains a thorough understanding of contractual obligations and ensures 100% adherence to all commitments made by Loyal

Relationship Management

• Serves as the primary liaison for key accounts, building strong, long-term relationships with executives and key stakeholders through:
• Weekly touchpoints with each key stakeholder outside of regularly scheduled meetings
• Personalized outreach (cards, notes) to celebrate birthdays, anniversaries, promotions, and other milestones
• Quarterly in-person visits, with a preference for connecting every six to eight weeks
• Maintaining a minimum of 50% live interactions (in-person or by phone) versus asynchronous communication
• Builds and maintains people maps, cultivating relationships both laterally and vertically within customer organizations
• Keeps the Loyal Health executive sponsor informed and fully prepared ahead of all customer-facing meetings

Customer Strategy & Value Delivery

• Partners with Sales to understand customer goals, motivations for partnering with Loyal, and expected contract outcomes; leads the external kick-off meeting with the customer team
• Collaborates with customers and Sales to define value metrics (e.g., time to value, usage, ROI); regularly reports on key metrics with strategic interpretation and actionable recommendations
• Executes Loyal's standardized discovery process, identifying customer pain points and surfacing cross-sell and upsell opportunities for the Sales team

Account Health & Risk Management

• Maintains and regularly updates the Customer Health Scorecard; proactively flags changes in account health to leadership and collaborates on risk mitigation strategies
• Serves as the internal expert on each account by proactively monitoring customer news and keeping the account team informed of shifting priorities
• Responds to customer questions post-onboarding, triages complex issues through Loyal's Customer Support ticketing process, and ensures each interaction adds value

Growth & Market Presence

• Builds referenceability and actively solicits referrals from key stakeholders to internal and external prospects
• Partners with Marketing to coordinate customer participation in testimonials, case studies, and white papers, amplifying the customer voice in the marketplace

You have:

• Bachelor’s degree in Business, Healthcare, or related field or equivalent work experience
• Experience in digital healthcare and/or specifically with hospitals or health systems. 
• 5 years of experience in full-cycle strategic enterprise account management. 
• Proven track record of maintaining and growing customer relationships. 
• Experience working within a software-as-a-service (SaaS) company
• Experience working within a high-growth and/or ambiguous environment, with proven experience to be dynamic 

Knowledge and Skills

• Team Leadership & Development: Mentors junior team members on Loyal's operations and product expertise; coaches team on effective customer management techniques and project management methodologies; shares relationship-building best practices and strategic tactics; trains team members on risk management practices and ROI demonstration; develops training materials for complex product features; leads cross-functional project teams to achieve objectives.
• Customer Advocacy & Strategic Support: Advocates for customer needs in internal strategy discussions; serves as liaison between customers and product development team; knows when to involve Product partners in client conversations; provides advanced technical support for product usage; develops custom success plans for all accounts; advises customers on optimizing product usage; conducts periodic business reviews with key customers; manages escalations and resolves conflicts effectively.
• Market Intelligence & Thought Leadership: Analyzes industry trends to provide strategic insights to clients; identifies opportunities based on industry shifts; offers strategic advice based on deep market knowledge; engages in thought leadership by sharing insights internally; serves as product expert in external and internal meetings; analyzes customer data to suggest product optimization ideas; develops reports aligning customer usage with business outcomes.
• Relationship Management & Partnerships: Builds strategic alliances with key stakeholders in customer organizations; facilitates partnerships that enhance customer value; guides team in effective relationship management strategies; knows when to provide immediate answers versus when to research and follow up; maintains professional boundaries while building trust; ensures smooth communication between all parties.
• Strategic Problem-Solving & Innovation: Develops creative solutions for unique and complex customer situations; uses data analytics to inform decision-making; evaluates and adjusts strategies based on feedback and results; champions initiatives encouraging experimentation and innovation; mentors team through creative problem-solving processes; accurately articulates problems before developing solutions.
• Risk Assessment & Prioritization: Leads risk assessment initiatives for key accounts; develops frameworks for prioritizing customer issues; identifies and mitigates risks to customer satisfaction; establishes protocols for escalating critical issues; analyzes outcomes of escalated issues for continuous improvement; balances multiple projects and priorities effectively.
• Value Realization & Growth: Creates customized value assessments tailored to customer goals; builds and shares customer success stories for influence and marketing; develops case studies demonstrating significant ROI; develops strategic plans for upselling and cross-selling; uses customer data to present compelling business cases for additional purchases; participates in negotiations for expansion opportunities; analyzes market trends to identify new opportunities for customers.

Core Competencies

• Advocacy and Collaboration: Promoting alignment, collaboration, and shared goals across teams and departments.
• Constructive Communication: Providing clear, actionable feedback and fostering open, two-way communication.
• Operational Excellence: Driving consistent, high-quality results by adhering to best practices and measurable standards.
• Professional Integrity: Demonstrating accountability, ethics, and reliability in all interactions and deliverables.
• Curiosity and Critical Thinking: Asks insightful questions, challenges assumptions, and demonstrates curiosity about team and user challenges. Drives deeper investigation and focuses on finding the right answers.
• Feedback and Adaptability: Actively seeks, gives, and incorporates feedback constructively. Demonstrates a growth mindset by adjusting behaviors and approaches to improve outcomes

Physical Demands

This job operated in a professional remote or in-office environment. This job uses standard office equipment, such as computers and phones. This job is largely a sedentary role; however, the employee has the flexibility to move as needed. Constantly operates a computer, phone, keyboard, mouse, and other office productivity machinery. The employee frequently communicates with internal and/or external customers and co-workers. Must be able to exchange accurate information. Must be able to recognize objects from short and long distances.

Pay Transparency

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base salary range for this position is $80,000 - $110,000. Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.