Founding Account Manager

Axle Health•Santa Monica, CA

6d•Onsite

About The Position

This is an opportunity to join Axle Health as our Founding Account Manager to ensure our customers achieve maximum value from our platform. You'll take ownership of customer relationships from day one, driving adoption, engagement, and long-term success while building the playbooks and processes that will define how we scale Account Management at Axle. Ideal candidates thrive in high-autonomy environments where they're expected to identify what needs to be built and build it themselves. You're equally comfortable managing strategic customer relationships and rolling up your sleeves to scale the infrastructure (onboarding workflows, health scoring systems, customer communication templates). You bring the customer success expertise of someone who's done this before, with the operational mindset of someone who's excited to do it from scratch.

Requirements

B2B SaaS account management experience: 5+ years in Customer Success, Account Management, or similar customer-facing roles at a B2B SaaS or consulting company, with a track record of managing customer relationships and driving adoption in complex environments
High-autonomy operator: Demonstrated ability to operate independently in unstructured environments, identifying what needs to be done and executing without waiting for direction or established processes
Builder mindset: Experience creating playbooks, frameworks, or workflows from scratch (not just following them) with examples of systems you've built that improved customer outcomes or team efficiency
Data-driven decision making: Strong analytical skills with experience using customer data to assess account health, prioritize engagement, and identify patterns that drive retention or expansion
Executive presence and communication skills: Ability to engage confidently with C-suite executives and clinical leaders at healthcare organizations, presenting strategic recommendations and building trust with senior stakeholders
Startup mentality: Thrives in fast-paced, ambiguous environments where priorities shift quickly and you're expected to wear multiple hats while maintaining high standards of execution

Nice To Haves

Workforce management or logistics software background: Familiarity with scheduling, routing, or workforce optimization technologies, particularly in healthcare or field service contexts
Early-stage or venture-backed startup experience: Experience joining customer-facing teams at early-stage companies (pre-Series B) and contributing to foundational process-building during rapid growth phases
Integration experience: Experience managing complex software integrations, particularly with healthcare systems or other mission critical platforms that require technical coordination
Healthcare technology experience: Previous Customer Success or Account Management experience at a healthcare technology company, with understanding of healthcare provider operations, clinical workflows, and industry dynamics

Responsibilities

Own customer relationships end-to-end: Serve as the primary post-sale contact for accounts, conducting business reviews, monitoring account health, and proactively identifying opportunities to drive value and mitigate risk
Drive customer adoption and engagement: Work closely with home healthcare providers to ensure successful adoption of our AI scheduling, route optimization, and patient engagement tools, helping customers achieve measurable improvements in clinician utilization and operational efficiency
Partner with Implementation on customer onboarding: Support the Implementation team during customer deployments, working with clinical operations teams to ensure smooth integration with existing EMR systems and workflows, then owning the relationship post-go-live
Build Account Management playbooks and processes: Establish or take ownership over customer success best practices, including account health scoring models, engagement cadences, escalation procedures, and customer communication frameworks
Monitor customer health metrics and usage data: Track engagement patterns, identify at-risk accounts early, and take proactive action to address issues before they impact retention or satisfaction
Communicate customer insights cross-functionally: Partner with Product, Sales, and Customer Operations teams to surface customer feedback, inform product roadmap decisions, and ensure seamless handoffs and collaboration
Develop customer advocacy initiatives: Create case studies, gather testimonials, and identify reference customers to support Sales and Marketing efforts, leveraging success stories of improved operational outcomes
Take ownership of new enterprise accounts: As new customers sign, you'll own the relationship from handoff through onboarding, adoption, and ongoing account management

Benefits

Competitive salary and equity
Medical, Dental, Vision
401k plan
Flexible PTO and sick days
Commuter benefits
Santa Monica HQ with 180 degree beach views and daily catered lunches
Fast paced work environment geared towards professional growth
Opportunity to move roles within the organization to learn new skills and continue to make an impact
Monthly team events, dinners, & happy hours
Special team outings - some past events have included: yacht cruises, visits to Universal Studios, Magic Castle, and Vegas