VP of Account Management

Responsibilities
Own gross and net revenue retention across Hyro's enterprise health system portfolio, and carry the expansion revenue target for the installed base
Lead renewals end-to-end, including commercial negotiation, contracting, and procurement
Build, hire, and coach the account management team, setting clear goals and transparent metrics as the portfolio grows
Personally own the commercial relationship for Hyro's most strategic accounts, and coach the team through their own multi-stakeholder cycles
Build the renewal and expansion playbooks, the coverage model, and account segmentation, with clear handoffs and escalation paths into Delivery
Implement a structured account planning methodology (such as LAMP) across the AM team to build documented expansion and relationship-deepening paths for every strategic account
Lead executive business reviews that quantify ROI, adoption, and patient experience outcomes for senior stakeholders and steering committees
Design and operationalize a QBR program that Account Managers run consistently across the book, not only a program the leader executes personally for top accounts
Help manage Hyro’s internal Executive Sponsor program, including nomination, onboarding, and cadence for pairing internal executives with strategic account relationships
Turn AI agent performance in production, including containment, adoption, and conversation quality, into the renewal and expansion case
Run a disciplined forecast and account plans in Salesforce, with early warning systems for at-risk accounts and executive escalation when needed
Serve as the AM function’s primary point of coordination with Marketing, Revenue Operations, Finance, and Product on renewal risk, expansion campaigns, and roadmap input from strategic accounts
Partner with Sales, Delivery, and Product to convert value realization into growth, and build Hyro's reference and advocacy base

Requirements
10+ years in enterprise account management, customer success, or strategic sales, including 3+ years leading quota-carrying Account Managers or CSMs
Demonstrated ownership of a retention and growth number: gross retention, net revenue retention, or an expansion quota
Track record building and running structured account planning processes (LAMP or similar) that convert relationships into documented expansion paths
Proven success selling and expanding B2B SaaS inside complex health systems, with multiple stakeholders, long implementation cycles, and consensus-driven procurement
Experience designing and scaling a QBR or executive business review cadence across a team, not just running one personally
Experience building the function rather than only running it: playbooks, coverage models, and forecast rhythm
Comfort managing cross-functionally with Marketing, Operations, Finance, and Product, not just Sales and Delivery
Executive presence with C-suite health system stakeholders, and the ability to speak in business outcomes rather than product features
Excellent communication, negotiation, and presentation skills
Proficiency in Salesforce and customer health-score tooling
Experience with conversational AI, voice AI, or agentic AI, and working knowledge of CCaaS, CRM, and EHR ecosystems such as Epic or Oracle Health - advantage
Familiarity with patient access, patient engagement, contact center operations, or revenue cycle inside a health system - advantage
Bachelor's degree or equivalent experience