Director of Account Management

Alaffia Health•,

3d•Onsite

About The Position

Alaffia is a new kind of claims operations partner for health plans, using expert clinicians and transparent AI to deliver deeper insights, smarter automation, and consistently better outcomes across the entire lifecycle of claims. This role is for a Director of Account Management to build and lead the team responsible for the full customer lifecycle across Alaffia's book of health plan customers. This is a player-coach role where you will manage and develop a team of Account Managers while also owning strategic oversight of the largest and most complex accounts. You will be a key partner to Sales, Product, and Leadership in shaping how Alaffia retains and grows its customer base as the company scales. The company is a high-growth, venture-backed Series B healthtech startup based in NYC.

Requirements

6+ years of experience in sales, customer success, or account management in a B2B organization, including 2+ years directly managing a team.
Deep understanding of health insurance, medical billing and coding, and payment integrity.
Proven track record of building or scaling an account management function, including hiring, coaching, and performance management.
Demonstrated success owning and exceeding a team-level revenue, retention, or expansion target.
Strong experience implementing and supporting SaaS and/or services solutions in complex enterprise environments.
Excellent executive presence, with a demonstrated ability to build trusted advisor relationships with senior decision-makers.
Strong analytical skills, with the ability to synthesize account and portfolio-level data into clear strategic recommendations.
Exceptional communication, negotiation, and cross-functional collaboration skills.
Experience building processes, playbooks, or frameworks from the ground up in a fast-paced, high-growth environment.
Familiarity with CRM and account management tooling, and common SaaS/services retention and expansion metrics (NRR, GRR, expansion rate, etc.).
Current authorization to work in the United States.

Responsibilities

Hire, coach, and manage a team of Account Managers, setting clear goals, providing regular feedback, and developing their skills in account strategy, negotiation, and healthcare domain expertise.
Own the overall revenue target across the entire AM team's book of business, including onboarding/implementation, expansion, renewals, and retention.
Establish account segmentation, book assignment, and coverage models to ensure the right level of attention across small, mid-size, and strategic health plan accounts.
Build and refine team processes, playbooks, and QBR frameworks that AMs use consistently across their portfolios.
Personally own relationships with a select portfolio of Alaffia's largest and most strategic health plan customers.
Build and nurture executive-level relationships with VP and C-suite stakeholders, payment integrity leaders, and claims operations executives at key accounts.
Lead or oversee Quarterly Business Reviews for strategic accounts, identifying growth opportunities and ensuring customers realize measurable ROI from Alaffia's audits and AI SaaS tools.
Serve as an escalation point for at-risk accounts, partnering with AMs to resolve issues and protect retention.
Partner closely with Sales leadership to ensure a smooth handoff from sale to onboarding, and align on expansion strategy across the joint pipeline.
Work with Product and Engineering to translate customer feedback and usage trends into a prioritized voice-of-customer input for the roadmap.
Review portfolio-level volume and revenue trends monthly, identifying risks or opportunities and briefing Leadership accordingly.
Own and continuously improve internal AM policies, procedures, and enablement materials (documentation, training, tooling).
Report on team performance, retention, and expansion metrics to Sales/Revenue Leadership and the executive team.