Account Manager

Customer data is the fuel that drives all modern businesses. From product analytics, to marketing, to support, to advertising, advanced data analysis in the warehouse, and even sales – customer data is the raw material for each function at a modern business.
For highly regulated businesses in healthcare, it’s always been a challenge to harness that customer data and get it to the marketing and analytics tools that require it while following patient privacy laws….until now.

Something as simple as running ads to get more users is simple for an e-commerce of software company to do. But common web analytics and advertising tools collect sensitive user identifiers and healthcare information automatically. Those same tools are not HIPAA compliant.

We provide a layer of data governance to make current web analytics tools HIPAA-compliant. For analytics, our customers can continue getting the insights they need to improve the patient experience. For marketing, Freshpaint safeguards health information while helping our customers promote access to care through popular advertising platforms like Facebook, Google, and others.

In short, we help healthcare marketers promote access to care and safeguard patient privacy at the same time. This is an important, complex problem in a massive market (healthcare is 20% of the US GDP).
Our customers manage their customer data with:

1. Privacy Platform. We help healthcare providers automate their website’s + app’s HIPAA compliance, and safeguard patient data. This is our core product today

2. Future additional product lines! Our core product provides a platform that we're building marketing applications on top of.

We’re fully remote. If you strongly value in-person work, Freshpaint is likely not the best fit for you. Even though we don’t care where you’re located, we only hire within the US. Many of our team is concentrated in various metro areas like SF or NYC. To balance out our remote-ness, we gather the team 2x times per year for offsites. We’re backed by leading investors including Y-Combinator, Intel Capital, and angel investors like the Head of Data from Slack, Head of Data at LinkedIn, and more.

Freshpaint was founded by web analytics veterans who realized how hard it was for highly regulated companies to collect and use customer data in a compliant way. We started as part of Y Combinator’s S19 cohort and have been focused on enabling healthcare companies collect, safeguard, and activate patient data since.

In 2022 the government issued updated guidance around HIPAA, basically making our software a requirement to use for healthcare companies. As a result, we're one of the fastest growing software companies on earth right now.
Our team has deep analytics and growth experience, with all of us coming from high-growth companies like Heap, Pendo, Iterable, Quantum Metric, and Retool. If you value lots of freedom and ownership in your work, interfacing with customers, and working on a product with high customer impact, then Freshpaint is your home.

The role

Our success is defined by the success of our customers – we’re looking to add to our Customer Success team to help our customers successfully take a privacy first approach to healthcare marketing.

The Customer Success team at Freshpaint empowers our customers to deliver on their goals, while prioritizing privacy and data quality. We ensure repeated value that unlocks growth for our customers through our focus on delivery excellence, industry expertise, efficiency, and dedication to customer outcomes.

Our Commercial Account Managers (AMs) own the full lifecycle relationship with our MidMarket customers, helping them navigate the data privacy world and Freshpaint’s offerings. Commercial AMs support our customers on their data privacy journeys by ensuring customers realize value and have a path to a successful renewal. This role will include managing a high volume of customers, focusing heavily on scaled CS motions, and will need to effectively manage risk across their book of business to drive best-in-class GRR and NRR.

In this role you will:

• Own leading and lagging indicators of success.

  • Manage 60-70 accounts using scaled customer success motions

  • Retain and grow the revenue for existing Freshpaint customers, owning the net retention rate of your customer base.

  • Proactively identify & mitigate risk across your customer base.

  • Own product adoption metrics, value plan, and relationship plan for your customers.

• Achieve operational excellence.

  • Ensure all communication and activities with assigned customers are documented in CRM (Hubspot)

  • Use Freshpaint effectively to measure customer product KPIs and run adoption analyses for customers.

  • Continuously measure and communicate key metrics to peers and leadership.

• Own the entire customer journey.

  • Support customers coming out of implementation and launch validation, and assist with accelerating breadth of adoption and positive business outcomes for the customer and Freshpaint.

  • Standardize AM customer engagement and measure its impact at each stage of the customer lifecycle.

  • Conduct quarterly business reviews to document success to date, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations & review Freshpaint product roadmap.

  • Enroll customers in new beta programs and ensure customer feedback informs our product roadmap.

  • Ensure satisfactory resolution of Freshpaint related technical issues, including coordination of cross-departmental Freshpaint resources (e.g. Support, Customer Success engineering).

  • Own the renewal and expansion commercial processes

• Deliver business value using scaled CS techniques.

  • Work with 60+ customers to develop a success plan that outlines how Freshpaint adoption will address their required capabilities needed to achieve positive business outcomes both immediately and in the future.

  • Drive adoption through innovation, product demonstration and customer alignment.

  • Recommend solutions to changing client requirements and emergent problems by carefully identifying and assessing all risks and benefits of possible approaches.

  • Measure, communicate and demonstrate ROI to your customers using scaled outreach techniques.

• Become knowledgeable about healthcare data privacy.

  • Have complete context on our product and become an expert in the larger healthcare data privacy space.

  • Educate our customers on the value and associated positive business outcomes of the healthcare data privacy platform

  • Communicate technical concepts clearly. Convey sound data principles to a wide variety of audiences: marketers, product managers, data scientists, engineers, and VP/C-level executives.

• Advocate for the best customer experience.

  • Serve as the customer’s advocate to other Freshpaint resources in Product, Support, Engineering, Marketing, & Partnerships.

  • Serve as the voice of the customer internally at Freshpaint by providing customer feedback to the product team, creating customer case studies with marketing, facilitating referrals for technical or services partnerships, or coordinating customer referrals for sales.

  • Ensure executive sponsors are coordinated with key account activities to drive key adoption and retention metrics.

Requirements – what you’ll bring:

• Consultative Customer Engagement.

  • Over 4 years of experience in customer-facing roles within enterprise software or SaaS, demonstrating expertise in management consulting, account management, or customer success management

• Relationship Building & Growth.

  • Proven success in leading customer engagements, fostering B2B/B2C relationships, resulting in increased adoption, customer satisfaction, and contract value growth on both upsells and renewals

• Technical Proficiency & Stakeholder Alignment.

  • Proficient in aligning technical concepts and features with required capabilities, effectively presenting to diverse stakeholders and engaging with senior executives on technical and business topics

• Analytical & Operational Excellence.

  • Strong operational discipline with an analytical, process-oriented mindset, employing data-based decision-making and resourceful problem-solving skills to provide optimal solutions

• Effective Communication & Collaboration.

  • Exceptional oral and written communication skills, with the ability to work cross-functionally

  • Facilitate business reviews, and develop and deliver presentations to end users and C-Level executives

• Team Collaboration & Leadership.

  • Demonstrated ability to excel in a collaborative, geographically dispersed team environment while also working independently with minimal supervision, managing multiple tasks and requests with outstanding organizational and project management skills

Nice To Have

• Experience working with customer data and/or marketing technology products

• Domain expertise working with Healthcare Providers, Payers, DSOs, or Urgent Care organizations

• Knowledge of Force Management’s Command of the Message Framework, MEDDIC, and other common go-to-market frameworks.

We take care of our team—here’s a peek at what you get when you join:

• Competitive pay + generous equity (10-year exercise window)

• Fully remote (U.S. only) with a $150/month coworking stipend

• Half-day Fridays, every Friday

• Unlimited PTO—with a required 2-week minimum

• Top-tier health, dental & vision (100% covered for you, 80% for dependents)

• 2 “Treat Yourself” days a year—$100 and a day off, just because

• Generous parental leave

• Epic offsites twice a year (past trips: Greece, Jackson Hole, Cabo, wine country + more)

And more—check out our careers page for the full list.