VP of Account Management

Location: NYC highly preferred (hybrid 2x/week in office) 

Job Type: Full-time

Department: Account Management

Travel: 20–25% monthly to strategic customers 

Reports to: Chief Revenue Officer (CRO)

About Us 

Phamily is a healthcare technology company focused on making proactive care management simple, scalable, and financially sustainable. Our SaaS platform equips health systems and physician groups with AI-powered virtual care tools to better manage chronic conditions and general patient needs between office visits. By shifting healthcare from reactive, episodic treatment to proactive care management, we’ve already supported tens of thousands of patients, and we’re just getting started. Join us as we continue to revolutionize how care is delivered.

About the Role

We’re seeking a strategic, player-coach leader to build and scale our Account Management function as we expand into larger medical groups and health systems. As VP of Account Management, you’ll lead, coach, and grow a high-performing AM team (starting with two direct reports), while directly managing a small portfolio of strategic accounts.

Your key responsibilities are to grow revenue by developing a best-in-class team, operating model, and coverage strategy that drives renewals, net revenue retention (NRR), and long-term customer value. You’ll build foundational systems—staffing plans, territories, enablement programs, and forecasting discipline—while stepping in as an executive sponsor and escalation point when needed.

This is a high-impact, cross-functional role that partners closely with Sales, Solutions, Product, and Marketing to align customer success with company growth.

What You’ll Do

• Team Leadership: Develop and lead the AM team through coaching, performance management, and talent development (e.g., IDPs, competency ladders, hiring).
• Scaling Strategy: Build the staffing and account coverage model, including AM: account ratios by ARR tier, hiring plans, and segment design.
• Revenue & Forecasting: Own team-led renewals and expansions, forecast accurately, and drive pipeline growth and commercial excellence.
• Operational Discipline: Establish regular business reviews (WBR/MBR/QBR), define renewal/expansion SLAs, and enforce inspection cadences.
• Strategic Account Management: Personally manage a select group of high-value accounts to maintain close customer connection and growth.
• Partner Management Oversight: Guide the management of our turnkey service provider partners, including co-sell motions and forecast reviews.
• Enablement & Tooling: Drive tooling improvements (e.g. HubSpot workflows, health scores), and build scalable AM playbooks and processes.
• Cross-Functional Leadership: Align with internal teams on adoption, change management, and roadmap priorities to support customer growth.
• Contract Oversight: Support AMs in commercial negotiations and partner with Legal/Finance on renewals, SOWs, and pricing strategy.

What You Will Have

• People leadership first: 5+ years directly leading AM/CS teams (managing managers and/or teams of 5–20+), with a track record of developing talent (promotions, performance turnarounds, repeatable enablement).
• Enterprise healthcare SaaS or services experience: renewals & expansions for $1M–$10M+ ARR provider enterprises (medical groups, health systems); comfortable with executive and clinical stakeholders and complex procurement.
• Org builder: designed staffing models, capacity plans, territories, and compensation philosophies; hired and ramped teams across stages.
• Operational rigor: runs cadences, drives forecast accuracy, and enforces quality bars for QBRs/account plans.
• Commercial acumen: pricing/packaging, deal economics, negotiation coaching.
• Systems & data: CRM/CS tooling, dashboards, health scoring; define the data you need and ensure it’s instrumented.
• Executive presence with excellent communication and conflict management.

Work Model

• Hybrid: in‑office 2x/week in NYC (preferred)
• Travel: ~20–25% monthly to strategic customers and partner sites.

Compensation

• Base: ~$200,000.
• Variable/Bonus: $150,000–$350,000 (OTE) tied to NRR/GRR/expansion and team outcomes.
• Equity: meaningful equity commensurate with experience.

Note: Final structure and targets to be confirmed.