Cust Acct Mgt - Strategic Account Manager
Strategic Account Manager Commercial / Scale · Individual Contributor About mPulse: mPulse is the leader in conversational AI and member engagement for healthcare. We partner with the nation's most innovative health plans — Medicare Advantage, Medicaid, and Commercial — to engage members in conversations that close care gaps, improve Stars ratings, and drive better health outcomes. Our platform reaches tens of millions of Americans and is built on the belief that better health starts with better conversations. The Role: The Strategic Account Manager on the Commercial / Scale team at mPulse is built for the account manager who likes variety, operating discipline, and the chance to make consistent value real across a meaningful book of health plan clients. You will own a portfolio of mid-market and scaled accounts, run the playbook with discipline, and drive the outcomes that matter — retention, growth, and client-reported value. If you are energized by both customer conversations and the operational craft of running a portfolio well, this is your role.
What You'll Do
Account Ownership Own a portfolio of Commercial or Scale accounts. Be the primary point of contact and accountability for each client. Playbook Execution Run the account management playbook with discipline — cadenced check-ins, QBRs, renewals, and expansion motions. Client Engagement Build and maintain strong day-to-day relationships across the client team. Engage senior stakeholders strategically. QBRs & Reviews Lead the design and delivery of QBRs and operational reviews. Frame value in client-relevant outcomes. Renewal & Expansion Drive the renewal motion and identify expansion opportunities. Partner with Sales and Manager on commercial discussions. Risk Management Identify at-risk accounts early. Lead intervention plans with the Manager. Cross-Functional Partnership Coordinate with Implementation, Product, and Customer Success on behalf of each client. Data & Insights Use portfolio data to prioritize time, identify opportunities, and surface risks. What You'll Bring: 6+ years of Account Management, Customer Success, or related customer-facing experience in SaaS or healthcare technology. Demonstrated track record of retaining and growing accounts. Comfort operating across a broader portfolio (10+ accounts) with disciplined cadences and tooling. Healthcare experience — health plans, CMS programs, member engagement — required. Strong communication, project management, and data-fluency skills. Bachelor's degree required. How You'll Show Up: Operational Discipline — Runs a productive portfolio with consistent cadences. Client Engagement — Builds strong day-to-day relationships and earns senior conversations. Account Strategy — Sees the right next move on each account. Data Fluency — Uses portfolio data to prioritize and act. Cross-Functional Partnership — Coordinates the broader org behind each client. Customer Centricity — Models partnership-led account management. Equal Opportunity mPulse is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at mPulse are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. If you require any accommodations during the application, interview, or assessment process due to a disability or any other accessibility-related concern, please do not hesitate to reach out to our People Ops and Recruiting team at [email protected]