Account Manager - Risk Mitigation

NexHealth•San Francisco, CA

10h•$125,000 - $150,000

About The Position

The Account Manager, Risk Mitigation is responsible for proactively identifying, engaging, and stabilizing customers who show early signs of adoption risk. This role focuses on preventing churn through structured outreach, consultative discovery, re-onboarding, and adoption recovery, ensuring customers realize sustained value from the products they’ve already purchased. This is a highly process-driven role that blends customer-facing consultative work with disciplined case management and data-informed decision-making. Success is measured by adoption recovery, customer health improvement, and workflow execution.

Requirements

2+ years of experience in Customer Success, Account Management, Implementation, or Onboarding
Strong discovery, communication, and consultative problem-solving skills
Comfort engaging customers via phone, video, and written communication
Experience working in structured workflows and CRMs (HubSpot preferred)
Ability to analyze usage data and translate insights into action
Strong time management and follow-through in a high-volume environment

Nice To Haves

Experience in customer success, churn prevention, or adoption-focused roles
SaaS or healthcare technology experience
Familiarity with training, onboarding, or reimplementation motions
Experience managing multiple concurrent customer cases

Responsibilities

Proactive Risk Identification & Qualification
Manage a queue of Risk Mitigation tickets generated through automated workflows and internal referrals
Validate eligibility based on adoption thresholds, customer needs, and willingness to engage
Assess underutilized SKUs, usage vs. entitlements, and customer readiness for remediation
Prioritize risk cases based on severity, impact, and urgency
Customer Engagement & Discovery
Execute structured multi-touch outreach campaigns using HubSpot (email, calls, sequences)
Conduct discovery calls to uncover root causes of product underutilization
Build trust and credibility through empathetic, consultative conversations
Clearly set expectations, agendas, and next steps with customers
Re-Onboarding, Training & Solutioning
Deliver training, reimplementation, or optimization sessions tailored to customer workflows
Configure tools and demonstrate best-practice usage across relevant features
Develop and document success plans aligned to customer goals and daily operations
Gain customer buy-in and commitment to adoption milestones
Adoption Monitoring & Follow-Up
Monitor post-consultation usage through dashboards and reporting tools
Proactively intervene if adoption stalls or regresses
Adjust success plans based on usage trends and customer feedback
Graduate customers once adoption milestones are achieved
Case Management & Documentation
Maintain accurate and timely documentation in HubSpot across all required fields
Log outreach, meetings, discovery findings, success plans, and closure summaries
Ensure clean case closures with clearly defined outcomes and learnings
Contribute to accurate reporting and visibility for leadership