Director of Account Management

HR Soul; United States; Remote; USD 140,000 - 210,000; Full time

Job summary

HR Soul is seeking a Director of Account Management to provide executive leadership across key client relationships within the PBM and healthcare technology space. The role oversees retention, growth, and strategic client value, partnering with Sales, Underwriting, Operations, Product, Technology, and senior leadership.

You will operate at a strategic level with executive stakeholders, transitioning to hands-on issue resolution as needed, while maturing the account management function and

Qualifications

• Bachelor’s degree required; MBA or advanced degree a plus.
• 8+ years of progressive experience in account management or related field.
• 3+ years leading and developing account management or client-facing teams.
• Experience managing complex, enterprise-level client relationships in PBM/SaaS environments.

Responsibilities

• Own retention strategy across the assigned portfolio and coordinate cross-functional action plans.
• Lead executive business reviews and high-level client briefings with C-suite stakeholders.
• Drive SaaS adoption, value realization, and cross-functional collaboration across Sales, Underwriting, and Operations.
• Develop and execute account strategies focused on retention, growth, profitability, and client value.
• Coach and develop a team of account managers and establish clear performance expectations.
• Partner with Sales leadership on account planning, renewals, and go-to-market initiatives.

Skills

Executive relationship management

PBM knowledge

SaaS experience

Strategic account planning

Team leadership

Client retention

Education

Bachelor’s degree

MBA or advanced degree

Tools

CRM systems

Microsoft Excel

Job description

Here at HR Soul our solutions amplify the performance of people and the soul of company culture. From strategic planning with CEO’s, partnering with HR leaders on key projects, building high performing teams to coaching and recruiting the future of our client’s organization.

The Opportunity

We’re partnering with a growing organization in the PBM and healthcare technology space looking for a Director of Account Management to provide strategic leadership across key client relationships while helping shape and build the account management function.

This is a highly visible role with responsibility for some of the organization’s most complex, high-value, and strategically important clients. You’ll serve as an executive-level relationship owner, lead retention and growth strategy, manage escalations, and partner closely with Sales, Underwriting, Operations, Product, Technology, and senior leadership to ensure clients are receiving both the service and strategic value they expect.

We’re looking for someone who can operate at 30,000 feet with an executive team and then get into the weeds when a client issue needs to be solved. You’ll need strong commercial instincts, a solid understanding of PBM and SaaS environments, and the ability to push back professionally when client expectations aren’t realistic or aligned with the business.

This is also an opportunity to build and mature the account management function. You’ll establish processes, develop playbooks, coach and polish the team, and help define what great account management looks like as the organization continues to grow.

The role is fully remote, with a preference for candidates who can are based in EST, CST, or MST time zones.

If you’re strategic, commercially minded, comfortable with complexity, and know how to build strong relationships without being a pushover, this could be a great fit.

What You’ll Do

Strategic Account Leadership & Executive Relationships

• Serve as the senior relationship owner for the organization’s largest, most complex, and strategically significant accounts
• Develop and execute account strategies focused on retention, growth, profitability, adoption, and long-term client value
• Build trusted relationships with C-suite and senior client stakeholders, serving as a strategic advisor rather than simply a service contact
• Lead executive business reviews, strategic planning sessions, account planning meetings, and high-level client briefings
• Represent the voice of the client internally while balancing client needs with business objectives, operational realities, and contractual commitments
• Proactively identify relationship, service, financial, and operational risks and develop strategies to address them before they become larger issues
• Drive SaaS platform adoption and value realization, helping clients understand and maximize the value of the technology and services provided
• Serve as the senior escalation point for high-priority or sensitive client matters, bringing structure, accountability, and calm to difficult situations
• Know when to advocate for the client and when to professionally push back, setting appropriate expectations while protecting the business and the relationship
• Lead, coach, and develop a team of account managers, establishing clear expectations and creating a culture of accountability, collaboration, and continuous improvement
• Help team members strengthen their executive presence, communication, business acumen, client management, and overall polish
• Establish account management standards, processes, playbooks, and best practices as the function continues to mature
• Create greater consistency across account planning, client communications, business reviews, escalations, renewals, and growth planning
• Provide hands-on coaching and mentorship while developing the next generation of account management leaders
• Partner with team members on complex or challenging client situations, helping them navigate issues while building their confidence and independence
• Foster a collaborative environment across Account Management and the broader organization - someone who can work effectively across functions and bring people together rather than operate in silos
• Own retention strategy across the assigned portfolio, identifying potential churn risks and coordinating cross-functional action plans
• Identify and develop opportunities for upsell, cross-sell, expansion, and broader strategic partnerships
• Partner with Sales leadership on account planning, expansion strategy, RFPs, renewals, and go-to-market initiatives
• Lead or support complex renewal negotiations and high-value RFP responses
• Oversee strategic discussions involving benefit design, plan changes, pricing, service models, and broader client needs
• Analyze account utilization, financial performance, service trends, and client feedback to identify opportunities and risks
• Develop strategic recommendations that connect client needs to measurable business outcomes
• Ensure contractual commitments, client expectations, and operational delivery remain aligned
• Partner closely with Sales, Underwriting, Operations, Product, Technology, Customer Success, and leadership to align client strategy and execution
• Work across teams to resolve complex client issues, identify root causes, and drive sustainable solutions rather than short-term fixes
• Partner with Product and Technology leadership to influence onboarding, configuration, integrations, and roadmap priorities based on strategic client needs
• Oversee complex implementations, plan redesigns, integrations, and other high-impact initiatives for flagship accounts
• Translate technical, operational, financial, and regulatory information into clear recommendations for both clients and internal leadership
• Navigate competing priorities and cross-functional disagreements with professionalism, sound judgment, and a focus on the broader business objective
• Act as the point of escalation for the clients and situations that require additional leadership involvement, while developing the team’s ability to manage increasingly complex issues independently

Strategic Reporting & Operational Excellence

• Synthesize complex account, financial, utilization, and service data into executive-level insights and recommendations
• Establish meaningful account health metrics and reporting to provide visibility into retention risk, client satisfaction, growth opportunities, and overall portfolio performance
• Drive improvements that enhance the client experience, account management effectiveness, and operational efficiency
• Build scalable processes that allow the account management organization to grow without losing consistency or client focus
• Maintain a strong understanding of PBM operations, pricing components, claims processing, regulatory requirements, SaaS delivery models, subscription structures, and system integrations
• Bring forward industry trends, competitive insights, regulatory developments, and emerging client needs to inform business strategy

What You Bring

• Bachelor’s degree required; MBA or advanced degree is a plus
• 8+ years of progressive experience in account management, client success, strategic client services, or a related field
• 3+ years of experience leading and developing account management or other client-facing teams
• Demonstrated experience managing complex, strategic, or enterprise-level client relationships
• Strong track record of driving client retention, revenue growth, expansion, and overall account health
• Experience in healthcare, PBM, SaaS, healthcare technology, or a related technology-enabled services environment
• Strong understanding of PBM operations, pricing models, claims processing, benefit structures, and regulatory considerations
• Experience overseeing or partnering on SaaS implementations, system integrations, or technology-enabled service solutions
• Strong executive communication, negotiation, strategic planning, and relationship management skills
• Demonstrated ability to analyze complex information and turn it into clear, actionable recommendations
• Experience managing high-stakes client escalations and navigating difficult or sensitive client relationships
• Comfortable working across technical, operational, commercial, and executive stakeholders
• Ability to operate independently and make sound decisions in a highly autonomous environment
• Strong proficiency with Microsoft Office and the ability to quickly learn proprietary and industry-specific technology platforms
• candidates aligned with EST, CST, and MST time zones preferred

What Sets You Apart

• You’re strategic, but not theoretical. You can set the long-term account strategy and still get involved when a complex client issue needs to be worked through.
• You have a shiny spine. You build strong relationships without becoming a “yes” person. You can respectfully challenge a client, reset expectations, and have difficult conversations while preserving the relationship.
• You know how to handle “those” clients. When a relationship is particularly complex, demanding, or sensitive, you can step in, bring perspective, and move the situation forward without creating additional drama.
• You’re a builder. You’re excited by the opportunity to establish processes, develop playbooks, create consistency, and help shape what the account management function becomes.
• You’re a team developer. You know how to coach people beyond simply telling them what they did wrong. You help account managers become more polished, confident, strategic, and effective with clients and executives.
• You play well in the sandbox. You can influence across Sales, Operations, Product, Technology, Underwriting, and leadership without needing to own every decision.
• You have executive presence without being overly formal or pushy. You can hold your own with senior executives while remaining approachable, collaborative, and authentic.
• You’re commercially minded. You understand that great account management is about more than keeping clients happy – it’s about retention, growth, profitability, adoption, and long-term value.
• You’re comfortable with complexity. PBM, SaaS, integrations, pricing, claims, benefit strategy, and client escalations don’t scare you away.
• You bring calm to the room. When something goes sideways, you don’t become part of the fire drill. You bring structure, perspective, and a path forward.

Why This Role

This is an opportunity to have a meaningful impact on both the client portfolio and the account management function itself.

You’ll have the visibility and autonomy to shape account strategy, influence how the organization works with its most important clients, develop a growing team, and build the processes and standards that will support the next stage of growth.

If you’re looking for a role where you can lead strategically, build something, develop people, and still stay close enough to the client to make a real difference, this role gives you the opportunity to do exactly that.

Diversity Commitment

At HR Soul, we embrace a rich tapestry of backgrounds and experiences within our workplace. We actively encourage applications from women, individuals of color, members of the LGBTQ+ community, people with disabilities, ethnic minorities, immigrants, and veterans.

Equal Opportunity Employment Statement

HR Soul proudly upholds its status as an Equal Opportunity Employer. We prohibit discrimination against any employee or candidate based on various attributes, including but not limited to race (encompassing characteristics historically associated with race such as hair texture and style), color, gender (including pregnancy and related conditions), religion or belief, national origin, citizenship, age, disability, veteran status, union membership, ethnicity, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable laws.

Inclusivity Commitment

HR Soul and its partners are fully committed to ensuring that all qualified individuals are included. We provide reasonable accommodations for applicants and employees with disabilities. If you need assistance during the job application or interview process, or require accommodations to perform essential job functions, please reach out via our contact page: Contact HR Soul.

Your Rights

HR Soul is dedicated to ensuring that all applicants are aware of their rights concerning workplace discrimination, which is unlawful.

Application Agreement

By applying for this position, you authorize HR Soul to exclusively consider you as a candidate for the specified opportunity. You affirm that the information you provided about your qualifications is true and that you have not misrepresented yourself. Additionally, you agree to keep confidential any details regarding the position that you may learn from HR Soul, sharing such information only as necessary to support your application process. In exchange, HR Soul pledges to make reasonable efforts to represent you throughout the job screening and resume distribution stages.

Salary Transparency Statement

Compensation for this position (and others) at HR Soul is based on multiple factors, including:

• The candidate’s skill set, experience, and education
• Required licenses and certifications
• Geographic location of the office
• Additional business and organizational considerations

In line with local regulations, HR Soul provides a salary range that reflects a reasonable estimate of the base pay for this role in areas where salary disclosure is mandated.