Senior Agent Strategy Manager

About the Role

This is a senior individual contributor role at a fast-growing healthcare AI company focused on making patient access faster and more intelligent. The Agent Strategy team sits at the heart of the post-sales motion, and this person will own a portfolio of 10 to 15 strategic and enterprise healthcare accounts worth $3 to $5 million in ARR each, driving adoption, retention, and expansion from go-live through renewal and beyond. With seven new positions open due to rapid client growth, there is real urgency here and real opportunity to shape how this function scales.

The ideal candidate brings 5 to 10 years of post-sales, customer-facing experience (Customer Success, Technical Account Management, Implementation, or Consulting) and has owned complex accounts end to end. You are comfortable in a startup environment, can translate AI product capabilities into plain language for executive healthcare audiences, and are energized by building playbooks and processes alongside a growing team. Healthcare technology experience is a meaningful plus, but a strong implementation and onboarding background with exposure to AI or automation products is the core ask.

Key Responsibilities

1. Own a portfolio of 10 to 15 strategic and enterprise healthcare accounts through the full post-sales lifecycle, from go-live and onboarding through renewal and expansion
2. Serve as a strategic consultant to executive and operating leaders at healthcare organizations, advising on where AI can improve patient access and operational performance
3. Coordinate with internal implementation and deployment teams to oversee onboarding and training for customers going live on the platform
4. Drive net revenue retention targets of 100 to 110 percent NRR by reinforcing value, identifying upsell and expansion opportunities, and proactively surfacing and addressing churn risks
5. Handle inbound support tickets, escalations, and customer recovery situations with a sense of urgency, keeping relationships strong throughout
6. Act as the voice of the customer across Product, Engineering, Sales, Solutions Engineering, and Deployment teams, translating field insights into actionable product feedback
7. Build and refine playbooks, onboarding processes, and knowledge repositories that define how the Agent Strategy function scales
8. Mentor junior team members, contribute to best practice development, and represent the company at QBRs, EBRs, on-site client visits, and industry conferences (up to 25 percent travel)

Required Skills & Experience

• 5 to 10 years of post-sales customer-facing experience in Customer Success, Technical Account Management, Implementation, or Consulting
• Demonstrated ownership of adoption, retention, renewals, and expansion for complex, high-value accounts
• Experience helping customers adopt AI or automation products, including translating technical features into business value for non-technical stakeholders
• Proven ability to build and refine playbooks, processes, and knowledge repositories
• Experience mentoring junior teammates and operating as a strategic builder in a fast-paced environment
• Ability to work hybrid from San Francisco (strongly preferred) or New York City; no relocation support available
• Must be authorized to work in the US without visa sponsorship (US citizen or permanent resident)
• Ability to travel up to 25 percent for client meetings, presentations, and conferences

Preferred Skills

• Experience at an early-stage or high-growth SaaS startup (seed through Series D), with particular interest in the healthtech space
• Familiarity with EHR platforms such as Epic, athenahealth, or eClinicalWorks
• Demonstrated ability to leverage AI tools in day-to-day workflows to improve efficiency
• Background from a top-tier university program