Director of Account Management

Alaffia Health • ,

1d

About The Position

Alaffia is a high-growth, venture-backed Series B healthtech startup based in New York City. It partners with health plans to reduce improper payments and administrative waste through expert clinicians and transparent AI, helping improve claims operations and make care more affordable.

The Director of Account Management will build and lead the team responsible for the full customer lifecycle across Alaffia's health plan customers. This player-coach role combines managing and developing Account Managers with strategic oversight of the company's largest and most complex accounts. The Director will partner with Sales, Product, and Leadership to shape customer retention and growth as the company scales.

The role owns the Account Management team's overall revenue target across onboarding and implementation, expansion, renewals, and retention. It also oversees account strategy, team processes, customer relationships, portfolio performance, and cross-functional coordination. Candidates must be currently authorized to work in the United States; Alaffia is unable to sponsor work visas.

Requirements

• At least 6 years of experience in sales, customer success, or account management in a B2B organization.
• At least 2 years of direct team management experience.
• 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 and demonstrated ability to build trusted-advisor relationships with senior decision-makers.
• Strong analytical skills, including synthesizing 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 such as NRR, GRR, and expansion rate.
• Current authorization to work in the United States; the company is unable to sponsor work visas.

Responsibilities

• Hire, coach, and manage a team of Account Managers; set goals, provide feedback, and develop team members' account strategy, negotiation, and healthcare domain expertise.
• Own the overall revenue target across the AM team's book of business, including onboarding and implementation, expansion, renewals, and retention.
• Establish account segmentation, book assignments, and coverage models for small, mid-size, and strategic health plan accounts.
• Build and refine team processes, playbooks, and Quarterly Business Review frameworks.
• Personally own relationships with a select portfolio of Alaffia's largest and most strategic health plan customers.
• Develop 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, identify growth opportunities, and help customers realize measurable ROI from Alaffia's audits and AI SaaS tools.
• Serve as an escalation point for at-risk accounts and partner with Account Managers to resolve issues and protect retention.
• Partner with Sales leadership on the transition 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 prioritized voice-of-customer input for the roadmap.
• Review portfolio-level volume and revenue trends monthly, identify risks and opportunities, and brief Leadership.
• Own and continuously improve internal Account Management policies, procedures, and enablement materials, including documentation, training, and tooling.
• Report team performance, retention, and expansion metrics to Sales/Revenue Leadership and the executive team.

Benefits

• Competitive compensation package including cash and equity.
• Medical, dental, and vision benefits.
• Flexible, paid vacation policy.
• Flat organizational structure with direct access to Leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed