Account Manager - Health Systems (San Francisco)

Latent•San Francisco, CA

1d•$160,000 - $210,000•Hybrid

About The Position

Latent is hiring an Account Manager to own the post-implementation success of health system customers. The role focuses on driving product adoption, measurable clinical and operational outcomes, and clear return on investment by connecting product usage to real-world impact. The Account Manager will build trusted, long-term partnerships across complex health systems and help create satisfied, referenceable customers who advocate for Latent. The position owns customer relationships after go-live and works with clinical, pharmacy, operational, IT, and executive stakeholders. It involves managing renewals, identifying expansion opportunities, mitigating adoption risks, and collaborating with internal teams to address customer needs and inform product decisions. The role requires working onsite at Latent’s San Francisco office three days per week and traveling as needed for customer engagements.

Requirements

At least 5 years of experience in Account Management, Customer Success, or a similar post-sale role.
Experience supporting health systems, hospitals, or enterprise healthcare customers.
Proven success driving renewals and expansion in complex, regulated environments.
Strong executive presence and excellent cross-functional communication skills.
Willingness to work onsite at the San Francisco office three days per week.
Willingness to travel as needed for customer engagements.

Nice To Haves

Experience with healthcare IT, AI/ML platforms, or clinical workflow tools.
Familiarity with hospital operations, pharmacy, clinical informatics, or quality programs.
Experience working with multiple stakeholder personas and long sales or adoption cycles.
Comfort pushing the pace and adapting in a fast-moving environment.
A collaborative mindset and clear, thoughtful communication.
A proactive, ownership-driven approach to problem-solving in a high-growth environment.
A strong work ethic and commitment to quality, rigor, and attention to detail.

Responsibilities

Build and maintain executive and operational relationships that foster trust, retention, and customer advocacy across health system accounts.
Own post-go-live customer relationships, working across clinical, pharmacy, operational, IT, and executive stakeholders and navigating complex governance structures.
Drive adoption across departments and use cases by defining, tracking, and communicating outcomes tied to quality, efficiency, patient experience, and ROI.
Proactively identify and mitigate risks related to change management, resourcing, and workflow alignment.
Own renewals by ensuring customer value is clear, measurable, and aligned with executive priorities.
Identify and advance upsell and cross-sell opportunities by aligning additional capabilities with customer needs and demonstrated outcomes.
Partner with Product, Design, Engineering, and Sales to deliver enterprise-grade solutions and resolve complex customer issues.
Translate customer feedback, usage patterns, and insights into actionable input for product priorities and roadmap decisions.
Build and execute structured account plans, MBRs, and QBRs that highlight results, surface risks, align on future growth, and ensure consistent communication and follow-through.