Enterprise Account Manager, Telehealth

Role Overview

• Own renewal, retention, and expansion outcomes across a defined portfolio of strategic Telehealth accounts.
• Build trusted relationships with executive, clinical, operational, technical, and procurement stakeholders within hospitals, health systems, and enterprise healthcare customers.
• Develop a deep understanding of each customer’s goals, workflows, use cases, and definition of success.
• Create and manage account plans that support adoption, utilization, customer satisfaction, renewal, and expansion.
• Identify, scope, and drive expansion opportunities within existing health system logos, including new sites, service lines, use cases, licenses, devices, integrations, and product adoption.
• Lead commercial discussions related to renewals, scope growth, pricing changes, and contract expansion.
• Partner with the Director of Sales
• Telehealth, Sales Operations, and Commercial leadership to forecast renewals, expansion pipeline, account health, and revenue risk.
• Support cross-sell opportunities within existing accounts, including potential collaboration with the SENSORA Enterprise team where appropriate.
• Facilitate customer onboarding, training, implementation support, performance measurement, renewal, and expansion in partnership with internal teams.
• Deliver customer reports, business reviews, and value summaries that demonstrate Eko’s impact, including utilization, workflow adoption, customer outcomes, and ROI where applicable.
• Synthesize customer feedback and partner with Product, QA, Engineering, Implementation, and Commercial teams to continually improve the customer experience and platform.
• Maintain accurate account plans, customer activity, pipeline updates, renewal status, and forecasts within CRM systems.
• Ensure compliance with company policies and applicable laws and regulations.
• Other duties as assigned.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 5+ years of experience in customer success, account management, client services, sales, or commercial roles in healthcare SaaS, digital health, MedTech, medical device, or enterprise healthcare technology.
• Experience managing hospital, health system, IDN, or enterprise healthcare customer relationships.
• Demonstrated experience supporting renewals, customer retention, expansion, upsell, or account growth.
• Comfort owning commercial conversations tied to renewal, revenue growth, scope expansion, and customer value, not just satisfaction.
• Experience managing complex, multi-stakeholder customer relationships across clinical, operational, technical, procurement, and executive audiences.
• Strong understanding of healthcare workflows, enterprise implementation dynamics, and the challenges of adopting technology within large healthcare organizations.
• Ability to use customer data, utilization metrics, and business context to tell a compelling value story.
• Strong communication, organization, problem-solving, and relationship management skills.
• Comfortable using Salesforce and other account management or customer success platforms.
• Willingness to travel up to 25%.
• Ability to perform the essential functions of the role with or without reasonable accommodation.

Benefits

• The opportunity to work on products that impact the health of millions of people.
• Generous paid-time off
• Stock incentive plans
• Medical/Dental/Vision, Disability + Life Insurance
• One Medical membership
• Parental Leave
• 401k Matching
• Learning and Development stipend