Strategic 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 Strategic Account Manager (SAM) owns the strategy, executive relationship, and commercial outcomes for an assigned portfolio of Smartlinx clients. The SAM develops a deep understanding of each customer's business and strategic priorities, builds executive alignment, translates those priorities into a comprehensive account strategy, and owns retention and growth outcomes across the portfolio.

The SAM leads a Customer Success Manager (CSM), who reports directly to the SAM and owns much of the day-to-day execution, value realization, and ongoing customer experience. The SAM sets the strategic direction and ensures the CSM has the context, priorities, and support to operate with ownership within that strategy. The SAM is accountable for the quality of the account plan, the effectiveness of the overall account team, and the performance of the portfolio.

The ideal candidate brings strong executive presence, commercial acumen, strategic thinking, and a proven ability to navigate complex, multi-stakeholder accounts. This role requires prior enterprise account experience aligned to the scope and complexity of the position.

Key Responsibilities

•  Own the overall strategy, executive relationship, and commercial outcomes for an assigned portfolio of customers.
•  Develop a deep understanding of each customer's business, strategic priorities, operational challenges, and success measures, and align Smartlinx capabilities and resources to the outcomes that matter most to the customer.
•  Build and maintain strong executive relationships with CFOs, CHROs, and other senior decision makers, serving as the primary strategic contact for the account.
•  Develop and own high-quality strategic account plans, including stakeholder mapping, customer priorities, success measures, value and ROI opportunities, risk mitigation, renewal strategy, and opportunities to expand the partnership based on customer priorities and demonstrated value.
•  Lead commercial strategy across the portfolio, including renewals, contract negotiations, change orders, cross-sell, and upsell, with accountability for GRR and NRR performance.
•  Lead Executive Business Reviews (EBRs) and other senior-level customer conversations, connecting customer outcomes and demonstrated ROI to long-term strategic priorities and partnership opportunities.
•  Use customer health, adoption, engagement, support trends, and other signals to make strategic decisions about risk, retention, growth, and where the account team should focus.
•  Set strategic direction and priorities for the CSM while creating space for the CSM to independently drive execution, value realization, and the ongoing customer experience within the account strategy.
•  Manage, coach, and develop the CSM, providing account context, clear priorities, feedback, and support; remain accountable for the effectiveness of the account team without becoming the owner of every day-to-day task.
•  Maintain accurate forecasting for renewal and expansion opportunities and ensure CRM, opportunity, contract, and account information is current.
•  Serve as the primary escalation point for strategic, commercial, executive-level, or materially at-risk customer issues, coordinating cross-functional resources to protect the relationship.
•  Partner cross-functionally with Product, Professional Services, Support, Legal, Finance, Sales, and Leadership to advance customer priorities and outcomes.
•  Act as a senior customer advocate internally, helping influence product priorities, process improvements, and customer experience initiatives.

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, with a track record of owning executive relationships and commercial outcomes.
•  Prior enterprise account experience managing complex, multi-stakeholder customer relationships.
•  Proven experience leading complex renewal, retention, and expansion motions, including negotiation, contract strategy, and executive stakeholder alignment.
•  Strong executive presence, with the ability to build credibility and trust with senior decision makers.
•  Demonstrated success developing and executing strategic account plans across a portfolio of accounts.
•  Experience leading Executive Business Reviews (EBRs) and translating customer outcomes, ROI, and data into a strategic and commercial narrative.
•  Demonstrated people leadership, coaching, or mentorship experience, with the ability to set direction, develop talent, and create accountability without becoming a bottleneck for execution.
•  Experience using CRM and CPQ or CLM platforms such as Salesforce and DealHub, or similar systems, required.
•  Strong analytical and business acumen, with the ability to connect customer priorities, demonstrated product value, and commercial opportunities.
•  Healthcare, workforce management, or SaaS industry experience strongly preferred.

Preferred Competencies

•  Executive presence and relationship management
•  Strategic account leadership
•  Commercial strategy and negotiation
•  Customer value and ROI orientation
•  Revenue retention and expansion
•  People leadership and coaching
•  Cross-functional influence
•  Analytical and business acumen
•  Ownership, adaptability, and continuous improvement mindset

Smartlinx values and celebrates diversity, equity, inclusion and belonging and evaluates 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 wellbeing, including remote environments as applicable, Medical, Dental, Vision, FSA and HSA, Life Insurance, Pet Insurance, and a 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.