Founding Account Manager

Job description

ABOUT US Axle Health builds AI scheduling and workforce management software to empower in-home healthcare providers to deliver exceptional, personalized care right where patients feel most comfortable—at home. Some of the biggest providers in the country use our software (like Cityblock Health and U Penn Health System) to improve the utilization of their field teams by 17%+, and automate the operational burden of scheduling and dispatching. Our platform includes proprietary logistics algorithms to optimize scheduling, a mobile app for field staff, an operations dashboard for office teams, engagement and booking tools for patients, and a wide range of integrations and external APIs for modular access. We’re a team of top-tier engineers and operators, backed by $14m from top investors such as Y Combinator, Pear VC, and F-Prime, applying our intellect and logistics experience to upend how home healthcare is delivered. ABOUT YOU This is an opportunity to join Axle Health as our Founding Account Manager to ensure our customers achieve maximum value from our platform. You'll take ownership of customer relationships from day one, driving adoption, engagement, and long-term success while building the playbooks and processes that will define how we scale Account Management at Axle. Ideal candidates thrive in high-autonomy environments where they're expected to identify what needs to be built and build it themselves. You're equally comfortable managing strategic customer relationships and rolling up your sleeves to scale the infrastructure (onboarding workflows, health scoring systems, customer communication templates). You bring the customer success expertise of someone who's done this before, with the operational mindset of someone who's excited to do it from scratch. WHAT YOU'LL DO - Own customer relationships end-to-end: Serve as the primary post-sale contact for accounts, conducting business reviews, monitoring account health, and proactively identifying opportunities to drive value and mitigate risk - Drive customer adoption and engagement: Work closely with home healthcare providers to ensure successful adoption of our AI scheduling, route optimization, and patient engagement tools, helping customers achieve measurable improvements in clinician utilization and operational efficiency - Partner with Implementation on customer onboarding: Support the Implementation team during customer deployments, working with clinical operations teams to ensure smooth integration with existing EMR systems and workflows, then owning the relationship post-go-live - Build Account Management playbooks and processes: Establish or take ownership over customer success best practices, including account health scoring models, engagement cadences, escalation procedures, and customer communication frameworks - Monitor customer health metrics and usage data: Track engagement patterns, identify at-risk accounts early, and take proactive action to address issues before they impact retention or satisfaction - Communicate customer insights cross-functionally: Partner with Product, Sales, and Customer Operations teams to surface customer feedback, inform product roadmap decisions, and ensure seamless handoffs and collaboration - Develop customer advocacy initiatives: Create case studies, gather testimonials, and identify reference customers to support Sales and Marketing efforts, leveraging success stories of improved operational outcomes - Take ownership of new enterprise accounts: As new customers sign, you'll own the relationship from handoff through onboarding, adoption, and ongoing account management REQUIREMENTS - B2B SaaS account management experience: 5+ years in Customer Success, Account Management, or similar customer-facing roles at a B2B SaaS or consulting company, with a track record of managing customer relationships and driving adoption in complex environments - High-autonomy operator: Demonstrated ability to operate independently in unstructured environments, identifying what needs to be done and executing without waiting for direction or established processes - Builder mindset: Experience creating playbooks, frameworks, or workflows from scratch (not just following them) with examples of systems you've built that improved customer outcomes or team efficiency - Data-driven decision making: Strong analytical skills with experience using customer data to assess account health, prioritize engagement, and identify patterns that drive retention or expansion - Executive presence and communication skills: Ability to engage confidently with C-suite executives and clinical leaders at healthcare organizations, presenting strategic recommendations and building trust with senior stakeholders - Startup mentality: Thrives in fast-paced, ambiguous environments where priorities shift quickly and you're expected to wear multiple hats while maintaining high standards of execution NICE TO HAVES - Workforce management or logistics software background: Familiarity with scheduling, routing, or workforce optimization technologies, particularly in healthcare or field service contexts - Early-stage or venture-backed startup experience: Experience joining customer-facing teams at early-stage companies (pre-Series B) and contributing to foundational process-building during rapid growth phases - Integration experience: Experience managing complex software integrations, particularly with healthcare systems or other mission critical platforms that require technical coordination - Healthcare technology experience: Previous Customer Success or Account Management experience at a healthcare technology company, with understanding of healthcare provider operations, clinical workflows, and industry dynamics WHAT WE OFFER In addition to offering a competitive salary and equity, we want to ensure every team member has the tools they need to work to the best of their ability. To that end… We are committed to your Ownership: - We cultivate an environment where team members feel ownership over the work they do. Everyone in an organization has big ideas and we want to hear them and implement them. - All of our employees have equity compensation. We want you to benefit from all the hard work you do in helping patients and catalyzing this shift in healthcare. We are committed to your Wellness: - Medical, Dental, Vision - 401k plan - Flexible PTO and sick days - Commuter benefits - Santa Monica HQ with 180 degree beach views and daily catered lunches We are committed to your Growth: - Fast paced work environment geared towards professional growth - Get the chance to move roles within the organization to learn new skills and continue to make an impact We are committed to building Community: - Monthly team events, dinners, & happy hours - Special team outings - some past events have included: yacht cruises, visits to Universal Studios, Magic Castle, and Vegas