Own and oversee all accounts managed by your team- monitor health, flag risks, and act on opportunities
Build and maintain strong relationships with senior stakeholders (CHROs, CEOs, Directors, Deans, VCs)
Drive meaningful conversations with decision-makers- report walkthroughs, identifying concerns, and always coming with solutions
Identify and execute upsell and cross-sell opportunities to grow revenue within existing accounts
Own retention and renewals for your portfolio, spot red flags early and act decisively
Lead, coach, and develop a team of 4–5 CSMs- guide performance, give honest feedback, and support their growth
Handle client escalations with maturity and restore confidence quickly
Manage client launches, onboarding, and product demos
Create proposals and business cases for renewals and new solutions
Collaborate with Product, Clinical, and Sales teams to deliver strong client outcomes
Stay current on market trends, industry benchmarks, and competitor landscape
Travel to key accounts and campuses as required
