Key Account Manager/Customer Success Manager

Responsibilities

• Manage a portfolio of key accounts to ensure retention, expansion, and satisfaction
• Identify and execute upsell and cross-sell opportunities to drive product adoption
• Build and maintain strong relationships with C-level executives in healthcare institutions
• Design and implement quarterly account plans aligning operational and commercial objectives
• Coordinate with Activation, Support, Product, and Technology teams for service delivery
• Lead Quarterly Business Reviews (QBRs) to present results and adoption metrics
• Monitor critical metrics such as NRR, MRR, and NPS to prevent churn
• Represent the voice of the customer to influence the product roadmap
• Conduct strategic field visits to strengthen relationships and detect expansion opportunities

Requirements

• 5+ years of experience in strategic account management within SaaS, HealthTech, or B2B Enterprise
• Experience with healthcare technology products (PACS, RIS, EMR, or similar)
• Ability to analyze commercial, contractual, and product adoption metrics
• Proven negotiation and executive communication skills
• Advanced proficiency in Excel/Google Sheets, CRM (HubSpot preferred), and BI tools (Looker, Redash)
• Availability for frequent travel within Mexico and in-person client meetings

About the Company

This role is part of a dynamic, flexible, and collaborative environment offering professional growth and commercial leadership opportunities.