Account Management Lead

Clasp•New York, NY

3d•$120,000 - $200,000

About The Position

Clasp is a startup founded in 2023, backed by prominent investors, aiming to transform the health insurance industry by modernizing and automating the benefits experience. Employers face challenges with the complexity and inefficiency of current benefits systems, leading to confusion for employees and administrative burdens for brokers and employers. Clasp is building an ecosystem to streamline this process, benefiting brokers, employers, employees, and HR/payroll platforms. As the first dedicated Account Management Lead, this role is pivotal in establishing and scaling Clasp's client relationship management. The individual will initially focus on mastering Clasp's product and implementation, shadowing existing account managers for key clients, and then taking over primary ownership of these relationships within 90 days. The role involves building the account management function from the ground up, including defining playbooks, processes, and metrics. As the company grows, the Account Management Lead will be responsible for hiring, mentoring, and leading a team of junior Account Managers, evolving into a leadership position such as Head of Account Management.

Requirements

5 to 8+ years in account management, client success, or strategic partnerships at a B2B SaaS, fintech, insurtech, or benefits/HR technology company.
Experience managing complex, high-touch accounts (not just SMBs).
Proven ability to de-escalate tense situations and maintain trust during difficult periods.
Deep operational understanding of products, workflows, and technical details to drive solutions independently.
Demonstrated ability to build processes and playbooks in a startup environment.
Exceptional communication skills across various levels and stakeholders (executives, support reps, engineers, vendors).
Strong organizational skills to manage multiple accounts, threads, and deadlines effectively.

Nice To Haves

Experience with benefits administration or payroll/HRIS platforms.
Previous startup experience defining roles and building processes from scratch.
Comfort with data analysis, including pulling reports, identifying trends, and using data to communicate account health.

Responsibilities

Own key client relationships, serving as the primary point of contact for major accounts.
Drive client strategy, conduct weekly syncs, manage QBRs and contract renewals.
Facilitate high-touch coordination across internal cross-functional teams to support clients.
Operate at the executive level, building trust with client leadership and all levels of their organization.
Build the Account Management function from the ground up, defining the playbook, templates, escalation frameworks, reporting cadence, and account health metrics.
Translate client feedback and operational friction into actionable insights for RnD and Ops teams.
Hire and mentor junior Account Managers as the team scales.
Define the team structure and evolve from a player-coach role to a leadership position.