Job Description:
We’re hiring an Account Manager to be the owner of the relationship with our customers. This is a customer success and account ownership role, not a quota-carrying upsell seat. You will be the single most informed person on the health of your accounts - from the moment a deal closes, through integration planning and go-live, and into perpetuity.
You will be the quarterback of the Triomics customer experience: the project manager who coordinates our internal teams and the customer’s teams to accelerate integrations and go-lives, and the proactive operator who keeps a constant pulse on adoption, value realization, and account health long after launch. You’ll work hand-in-hand with our Forward Deployed Engineering (FDE) team and our Clinical Navigators, pulling in FDEs to tune the AI pipeline and platform to customer-specific needs, and Navigators to supplement end-user training, so that every account gets the most out of Triomics.
Our users are clinicians: physicians, nurses, and clinical research coordinators (CRCs). The best person for this role speaks their language, understands their day-to-day, and earns their trust quickly.
What You’ll Do:
Own the end-to-end customer relationship
Serve as the primary point of contact and trusted advisor for your accounts from closed-won through go-live and into steady-state—the “mini-CEO” for your book of business
Build deep, durable relationships with customer stakeholders across clinical, research, IT, and administrative functions
Maintain the most up-to-date pulse on the health of every account: adoption, sentiment, risks, and opportunities to deliver more value
Quarterback integration and go-live
Act as the project manager / quarterback from the Triomics side of every integration and go-live, coordinating internal teams (FDE, Clinical, Product) and the customer’s teams to accelerate timelines
Build and manage integration project plans, milestones, and timelines; drive accountability on both sides to keep deployments on track
Partner with Forward Deployed Engineers to scope and prioritize customer-specific adjustments to the AI pipeline and platform
Partner with Clinical Navigators to design and deliver end-user training that drives adoption among physicians, nurses, and CRCs
Drive adoption, value, and account health post-go-live
Dive into analytics and reporting to understand user adoption, workflow impact, and the real-world success of the technology
Proactively identify where an account is underperforming or where value is being left on the table—then game-plan a solution and execute it yourself or marshal the right internal team to deliver it
Propose and help build new reporting, KPIs, and dashboards that sharpen our (and the customer’s) understanding of adoption and outcomes
Establish a consistent operating cadence with each account (e.g., business reviews, health checks, success planning)
Surface product feedback and customer needs back to Product and Engineering as a structured, prioritized signal
Be a force multiplier across the company
Help build the repeatable playbooks, templates, and processes that let our customer delivery model scale as we grow from a handful to 25+ enterprise logos
Coordinate seamlessly with Commercial on handoffs, expansion readiness, and renewals
What Success Looks Like (First 90 Days)
You’ve built strong relationships with the stakeholders across your accounts and have a clear, current read on the health of each one
You’re running integration / go-live project plans independently and visibly accelerating timelines
You’ve established a working rhythm with FDEs and Clinical Navigators and have pulled them in effectively on at least one account
You’ve dug into adoption data for your accounts, identified at least one gap, and shipped (or driven) a concrete solution
Customers consistently describe you as responsive, credible, and genuinely invested in their success
Must-haves
3–6 years of account management / customer success experience, ideally at a health tech company where providers (physicians, nurses, CRCs) are the primary users
Demonstrated ownership of customer relationships end-to-end—from onboarding/implementation through go-live and ongoing success
Strong project management instincts: you can quarterback complex, multi-stakeholder integrations and keep everyone on timeline
High initiative and bias to action—you spot a gap, build a plan, and execute without waiting to be told
Comfort with data: you can dive into analytics, draw conclusions about adoption and impact, and propose new reporting/KPIs/dashboards
Excellent communication and credibility with clinical end users
Based in NYC and willing to come to the office and travel to customers—OR based in a regional customer hub and willing to travel to your customer base as well as to NYC periodically
Nice-to-haves
Experience in the clinical research realm—e.g., supporting clinical trials, working with research coordinators, or familiarity with clinical research operations
Hands-on site experience as a Clinical Research Coordinator (CRC) or similar clinical research role
Experience supporting deeply integrated / technical products (EHR integrations, healthcare IT, workflow software)
Experience at a startup scaling rapidly and managing multiple accounts/personas simultaneously
Familiarity with oncology care and/or research workflows