Senior Account Manager & Team Lead
About The Position
PointCare is on a mission to ensure everyone has access to healthcare coverage. We're an insurtech software and services company that helps people enroll in Medicaid and other public healthcare programs. We partner with Federally Qualified Health Centers (FQHCs) to stabilize and optimize their primary revenue source by securing their members' coverage. We're at an inflection point: We've grown from $4M to $6M in ARR in just four months, with strong product-market fit and an expanding partnership network. We're launching a company-redefining product and brand in Q1 2026 that will fundamentally transform our market position. Now we need an experienced account manager to anchor our retention and expansion efforts while building out this critical function. We're seeking an exceptional account manager to own customer success and retention while establishing the foundation for a scaled account management function. You'll be the senior player on a growing team, working directly with our largest and most strategic FQHC partners to ensure they get maximum value from our services. This is a player-coach role. You'll carry your own book of business while helping shape how we scale account management as PointCare grows. You'll work closely with our VP of Revenue, sales team, and delivery operations to ensure customers succeed and expand their engagement with us.
Requirements
- 4+ years of account management, customer success, or client services experience in B2B services
- Proven track record of driving retention and expansion in existing accounts
- Strong relationship-building skills with ability to navigate complex stakeholder environments
- Experience managing enterprise or mid-market accounts (healthcare, government, or regulated industries a plus)
- Self-starter who can build structure in ambiguous environments
Nice To Haves
- Background in healthtech, insurtech, or working with federally funded or mission-based organizations
- Experience at growth-stage companies ($5M-$20M ARR)
- Comfort wearing multiple hats—player and coach, strategic and tactical
- Track record of building processes or scaling functions
Responsibilities
- Own Strategic Accounts
- Manage relationships with our largest FQHC partners, serving as their primary point of contact
- Drive customer satisfaction and demonstrate ongoing value delivery
- Identify and execute expansion opportunities (additional services, coverage programs, new clinics)
- Proactively address challenges and coordinate internal resources to solve customer problems
- Lead Customer Onboarding
- Own the onboarding process to ensure strong customer starts
- Set clear expectations and establish engagement cadences with new partners
- Coordinate with delivery operations to ensure smooth implementation
- Build early trust and credibility that sets the foundation for long-term partnerships
- Drive Retention & Growth
- Own renewal processes and NRR targets for your book of business
- Conduct regular business reviews with customers to demonstrate value and identify opportunities
- Monitor customer health and intervene early when risk signals appear
- Manage pilots for new services or coverage programs that lead to expansion
- Build trusted advisor relationships with clinic leadership and operations teams
- Help Build the Function
- Establish best practices for account management as we scale
- Document playbooks, processes, and customer engagement strategies
- Mentor junior account management team members as the team grows
- Partner with Product and Delivery to translate customer feedback into improvements
- Prepare for Growth
- Help position customers for our Q1 2026 product and brand launch
- Collaborate with sales and partnerships teams on smooth handoffs and expansion opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
