Group Account Manager

As a Group Account Manager at Freed, you'll be responsible for managing, retaining, and expanding a growing portfolio of B2B healthcare customers. You'll primarily support small medical practices and micro-clinics, typically consisting of 2–5 providers, with the potential to manage a portfolio of hundreds of accounts as the business scales. This is a high-volume account management role that combines customer relationship management, operational efficiency, and commercial ownership. You'll oversee the customer journey from onboarding and adoption through renewals and expansion, ensuring that clinicians receive exceptional value from Freed's products.

Responsibilities

Manage relationships across a large portfolio of SMB healthcare customers, prioritizing engagement based on customer needs, account health, and growth opportunities; Proactively identify at-risk accounts, address customer concerns, and implement strategies that improve customer satisfaction and retention; Analyze product usage, customer needs, and account potential to uncover and close upsell and cross-sell opportunities; Partner with customers to ensure successful onboarding, training, and continued product utilization; Apply proven account management strategies to streamline workflows, improve customer engagement, and support portfolio growth; Leverage CRM systems, customer health indicators, and usage insights to identify trends and determine where efforts will have the greatest impact; Work closely with Customer Success, Sales, Product, and Support teams to resolve challenges and improve the customer experience; Take initiative, solve problems independently, and ensure customers feel supported throughout their relationship with Freed

Requirements

5–8 years of relevant experience in account management, customer success, or a related customer-facing role, preferably within B2B SaaS; Demonstrated success managing a high-volume portfolio of SMB or small-to-medium business accounts; A proven track record of improving customer retention, driving renewals, and identifying expansion opportunities; Experience developing or improving scalable account management processes and customer engagement strategies; Strong analytical skills, with the ability to interpret customer data, prioritize accounts, and identify actionable opportunities; Excellent communication and relationship-building skills, including the ability to navigate challenging customer conversations; Comfort operating independently in a fast-paced, entrepreneurial environment with evolving processes; A strong sense of ownership, accountability, adaptability, and commitment to delivering exceptional customer experiences

Nice to have

Previous experience at an early-stage or high-growth technology company; Experience working with healthcare providers, medical practices, or healthcare technology products; Familiarity with AI-powered tools and products; Experience with CRM and productivity platforms such as HubSpot, Gong, Slack, Google Workspace, or similar tools; Experience working effectively with distributed teams in highly collaborative, asynchronous environments

Benefits

Competitive compensation and equity in a high-growth company; The opportunity to make an immediate impact on a rapidly growing product that improves clinicians' lives; Medical, dental, and vision benefits for eligible U.S.-based employees; Unlimited PTO; A 401(k) plan to support long-term financial goals; A collaborative, ambitious team committed to making healthcare better