Account Manager

 Since 2000, Smartlinx has been redefining how senior care organizations manage their workforce. Our modern, purpose-built solutions—from dynamic scheduling and compliance to integrated payroll and real-time analytics—give providers the agility and intelligence needed to thrive in today’s healthcare environment.

As the parent company of BekTek (HostedTime) and StafferLink, Smartlinx brings together a wide range of solutions for managing both full-time and contingent staff. Together, these capabilities give Smartlinx the most comprehensive workforce management solution set in senior care.

We’re driven by one mission: to power exceptional senior care through smarter workforce management. Join us as we shape the future of work in long-term care.

Position Summary

The Account Manager (AM) serves as a strategic partner and trusted advisor to Smartlinx clients, responsible for driving customer retention, growth, and long-term success across an assigned portfolio of accounts. This role manages executive and day-to-day client relationships, leads account planning activities, identifies expansion opportunities, and helps ensure customers realize measurable value from their Smartlinx investment.

The ideal candidate combines strong relationship management skills with operational discipline, business acumen, and a proactive, customer-centric mindset. This individual will collaborate cross-functionally across Sales, Product, Professional Services, Support, and Leadership teams to deliver an exceptional client experience and support Smartlinx growth objectives.

This role offers flexibility for varying experience levels, with responsibilities and account scope aligned to the candidate’s background and capabilities.

Key Responsibilities

• Build and maintain strong relationships with client stakeholders, including operational leaders and executive sponsors such as CFOs, CHROs, and other senior decision-makers.
• Serve as the primary point of contact and strategic relationship manager for assigned accounts and territory.
• Drive customer retention, contract renewals, change orders, cross-sell, upsell, and overall revenue growth within assigned accounts.
• Develop and execute strategic account plans, including stakeholder mapping, risk mitigation, adoption strategies, and whitespace opportunity identification.
• Lead regular client touchpoints, including business reviews, operational reviews, and executive business reviews (EBRs), focused on customer outcomes and long-term partnership growth.
• Partner with customers to understand business goals, operational challenges, and evolving priorities to ensure alignment with Smartlinx solutions and services.
• Monitor customer health, identify risks proactively, and coordinate internal resources to drive issue resolution and customer satisfaction.
• Collaborate with Professional Services, Support, Product, and other internal teams to support successful implementations, adoption, and ongoing customer engagement.
• Maintain accurate forecasting for retention and expansion opportunities, including GRR and NRR performance metrics.
• Prepare and present reporting, insights, trends, action plans, and account updates to both customers and internal leadership.
• Maintain accurate and timely account activity, opportunities, contracts, and customer updates within CRM systems.
• Act as a customer advocate internally, helping influence process improvements, product feedback, and overall customer experience initiatives.
• Support the continuous improvement of customer lifecycle processes, engagement strategies, and account management best practices.

Qualifications & Experience

• Bachelor’s degree or equivalent professional experience preferred.
• 7+ years of experience in Account Management, Customer Success, Client Services, SaaS, healthcare technology, or related customer-facing roles.
• Proven experience managing and growing complex customer relationships, including renewals, retention, expansion, and executive stakeholder engagement.
• Strong communication and presentation skills, with the ability to build credibility with both operational users and senior executives.
• Demonstrated success managing multiple priorities, navigating complex customer environments, and driving measurable customer outcomes.
• Experience leading strategic account planning, executive business reviews (EBRs), and customer success initiatives.
• Comfortable working cross-functionally across Sales, Product, Professional Services, Support, and Leadership teams.
• Experience using CRM platforms such as Salesforce or similar systems required.
• Strong analytical and problem-solving skills, with the ability to interpret customer data, identify trends, and develop actionable plans.
• Healthcare, workforce management, or SaaS industry experience strongly preferred.
• Ability to operate independently while contributing positively within a collaborative, fast-paced environment.

Preferred Competencies

• Executive presence and relationship management
• Strategic account planning and customer growth
• Revenue retention and expansion mindset
• Customer advocacy and issue resolution
• Operational discipline and organizational skills
• Cross-functional collaboration and influence
• Strong written and verbal communication skills
• Adaptability, ownership, and continuous improvement mindset

Smartlinx values and celebrates diversity, equity, inclusion and belonging and evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. We value your hard work, integrity, and commitment to make things better, and we put people first by offering you benefits that support your life and well-being including remote environments as applicable, Medical, Dental, Vision, FSA & HSA, Life Insurance, Pet Insurance and 401(k). Join us and you’ll develop your skills and expertise to rise to the very highest levels, working in an environment for a company known for brilliance and innovation.