Job Details

Latent is solving complex challenges in healthcare through robust and reliable Medical Intelligence. Our AI-driven solutions enhance workflows for hospitals and clinics, enabling faster medication access and higher provider revenues. We're building a suite of software solutions with major healthcare systems to create fast, effective, and affordable access to care for every patient in the U.S.

We're seeking a Director of Account Management to lead and scale our customer success organization. This leader will manage a team of ~6 Account Managers overseeing some of the largest and most sophisticated healthcare systems in the country. The ideal candidate blends operational rigor, customer empathy, and strong leadership to ensure our customers realize extraordinary value from Latent's solutions.
This role reports to the VP of Provider Partnerships, and combines strategic planning with hands‑on execution across implementation, adoption, and growth.

Team Leadership & Development

• Lead, coach, and develop a high‑performing Account Management team, fostering growth and accountability.

• Establish repeatable processes for onboarding, engagement, and renewals.

• Set clear performance goals and monitor KPIs, intervening proactively when risks arise.

• Build a culture of ownership, collaboration, and continuous improvement.

Strategic Customer Management

• Oversee key enterprise relationships, serving as executive sponsor and escalation point.

• Partner with AMs to craft strategic account plans that drive adoption, retention, and expansion - we prove our ROI to our customers.

• Ensure timely implementations, deep product utilization, and executive alignment at all levels.

• Champion the customer voice internally, influencing roadmap and product decisions.

Cross‑Functional Collaboration

• Work closely with Product, Engineering, and Operations to translate customer feedback into improvements.

• Partner with Sales to identify and drive expansion opportunities.

• Support Marketing and Executive teams in developing reference programs and customer events.

• Align field insights with internal priorities to drive product and operational focus.

Operational Excellence

• Own quarterly and annual planning for renewals, expansions, and account health.

• Build scalable reporting and systems for forecasting and customer health tracking.

• Lead business reviews with customer and internal executives.

• Develop onboarding and training frameworks to scale the AM function efficiently.

Qualifications

• 8+ years in Account Management, Customer Success, or related leadership roles in healthcare tech or enterprise SaaS.

• 3+ years leading high‑performing customer‑facing teams.

• Proven success driving retention and expansion in complex enterprise environments.

• Strong operational and strategic planning skills; process‑oriented but adaptable.

• Excellent communicator with executive presence and customer empathy.

• Comfortable traveling 1–3x monthly for customer and team engagements.

What We Value

• Customer obsession: Passion for understanding workflows and solving real problems.

• Hands‑on leadership: You set direction and lead by example.

• Bias for action: Comfortable in fast‑moving, evolving environments.

• High standards: You expect and deliver excellence.

• Collaboration: You build trust and empower your team.

Compensation

On‑target earnings: $280,000–$320,000/year, plus meaningful equity and full benefits. Packages vary by experience; if your expectations differ, we encourage you to apply.Why You Should Join Us

Why You Should Join Us

• Backed by General Catalyst, Conviction, and YC.

• Mission‑driven team transforming healthcare operations.

• Opportunity to lead and scale a high‑impact team with strong executive visibility.

• Competitive compensation, equity, and comprehensive benefits.

• Paid parental leave and unlimited PTO.