Senior Account Executive, Retail
NLX
Lead Technical Account Manager
Sully.ai
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Be the technical lead in onboarding major health system or payer customers: translate customer workflows into implementation plans and get new customers live quickly without sacrificing reliability and compliance.
- Own post-sale lifecycle for strategic accounts: fast onboarding, deep adoption, minimizing risk, and driving expansion and retention.
- Drive Expansion & Retention: own QBRs, executive-level reviews, renewal/upsell conversations, proactively monitor account health, identify churn risk, and find expansion opportunities using adoption metrics and feedback.
- Build scalable customer success systems: create/refine playbooks for onboarding, adoption, renewal, and escalation; define and track KPIs (NRR, adoption velocity, health score, time-to-value, churn risk); set up or improve tooling (CRM, analytics dashboards, documentation hubs).
- Technical advocacy & implementation: lead technical discovery, scope integrations or custom config work, navigate technical blockers (compliance, data security, integrations), and represent customer feedback in product roadmap decisions.
- Lead & mentor: manage and contribute individually to strategic accounts, coach others, help hire, train, and build a high-performing technical account management / customer solutions team.
Requirements
- 7+ years in customer-facing technical roles, especially in B2B / enterprise SaaS (ideally with large‐contract value, health systems or payers).
- Demonstrated success owning post-sale outcomes: onboarding, adoption, renewals / expansions.
- Strong technical aptitude: comfortable with integrations, APIs, working with engineering, customizing workflows, dealing with data and compliance constraints.
- Deeply customer‐oriented: you surface issues before they become crises, you listen, learn, and translate customer needs into action.
- Ownership mindset & speed: you thrive in ambiguity, move fast, make decisions, and hold yourself accountable.
- Nice to Have: Experience in healthcare / health tech (understanding compliance, data privacy, buyer cycles, procurement).
- Nice to Have: Exposure to AI/LLMs, automation workflows, or AI deployment in regulated environments.
- Nice to Have: Comfortable with tools for measurement / analytics.
- Comfortable with CRM: HubSpot; analytics & dashboards; Slack, Zoom, Notion, Google Workspace; APIs and issue tracking systems (e.g. Jira); internal AI/automation tools.
