Account Manager

Hypha•New York City, NY

13d

About The Position

Hypha is an AI-native platform transforming asset management across the full lifecycle—acquisition, management, and exit. Focused on healthcare facilities and multifamily real estate, we're revolutionizing the industry through three key pillars: Observability: Providing real-time visibility into asset performance, deal progress, and market conditions for all stakeholders Intelligence: Enabling AI-driven multidimensional optimization with risk scores, tax strategies, and benchmarking Orchestration: Creating seamless workflows and a single source of truth to eliminate inefficiencies. Hypha Principles Human-first > Tech-first: Start with people— not models looking for problems to solve. Depth > Breadth: Go all the way down to the root and build back up. Momentum > Perfection: Progress toward a clear direction, compounding over time. Role Overview We're looking for a consultative Account Manager to own the post-sale relationship for a portfolio of CRE lending and asset management clients. This is not a passive account management role. Your job is to drive measurable business transformation — understanding how our customers operate, where their workflows break down, and how Hypha can structurally change the way they work. You will design structured onboarding programs, define success metrics with clients before onboarding begins, lead executive-level business reviews, and identify expansion opportunities — all while serving as the internal voice of the customer. This role reports to the Head of GTM and sits at the intersection of customer success, business transformation, and commercial growth. You'll help define how Hypha delivers value at scale — building the playbooks and frameworks that will outlast you.

Requirements

5+ years in account management, customer success, or management consulting — with a track record of guiding enterprise clients through complex business transformations, not just software implementations
Experience building structured onboarding programs from scratch — you've created the framework, not just followed one
Demonstrated ability to operate at the executive level: leading QBRs, navigating multi-stakeholder organizations, and presenting ROI with credibility
Strong commercial instincts — you understand the difference between a happy customer and a growing one, and you work toward both
Exceptional written and verbal communication; you can make complex workflows feel simple
High autonomy and high accountability — you thrive in environments where the playbook doesn't fully exist yet
Bachelor's degree minimum

Nice To Haves

Background in commercial real estate, proptech, or fintech — particularly CRE lending, asset management, or capital markets
Experience at an early-stage B2B SaaS company (Series A–C) where you've had to build process and execute simultaneously
Comfort with data and workflow tools — you don't need to be an engineer, but you can engage intelligently in technical conversations
Familiarity with Salesforce, HubSpot, or similar CRMs

Responsibilities

Design and lead structured onboarding programs that guide clients through workflow transformation — not just software adoption
Work with clients to define success before onboarding begins: KPIs, timelines, and stakeholder alignment
Identify which parts of a client's business to prioritize transforming first and build a sequenced roadmap to get there
Own a portfolio of accounts end-to-end: health, retention, expansion, and renewal
Build multi-threaded relationships across client organizations — not just with a primary contact
Lead quarterly business reviews with senior stakeholders, presenting measurable ROI and a forward roadmap
Identify, qualify, and close upsell and expansion opportunities in partnership with the GTM team
Serve as the primary voice of the customer internally — surfacing product gaps, workflow friction, and patterns across accounts
Collaborate with product and engineering to translate client needs into actionable feedback
Flag at-risk accounts early and drive resolution with urgency