Account Manager

Job Title: Account Manager Location: Remote USA, Preferred locations include Bay Area, CA, Austin, TX, and secondary locations are Chicago, IL, Atlanta, GA, Boston, MA, New York City, Denver, CO and Seattle, WA About the Company Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting www.wheel.com http://www.wheel.com. About the Role As an Account Manager at Wheel, you will own and grow a portfolio of mid-market and enterprise clients, operating as a trusted advisor at the intersection of client success, consultative sales, and healthcare innovation. Your focus will be on ensuring customer satisfaction, maximizing retention, and driving revenue growth through upselling and cross-selling opportunities. You will serve as the primary point of contact for our clients, understanding their business needs, and helping them leverage our solutions to achieve their healthcare goals and expand Wheel’s footprint within their organizations. You will operate with a high degree of autonomy, drive strategic conversations, and leverage AI-powered tools and workflows to deliver exceptional client outcomes. What You’ll Do - Client Relationship Management: Build deep, multi-threaded relationships across client organizations — from front-line operators to C-suite — serving as the primary point of contact and leading regular executive business reviews. - Customer Success & Feedback: Proactively monitor client health, resolve issues swiftly, and gather client insights to contribute to product improvement efforts. - Account Growth & Planning: Develop and execute strategic account plans, identifying and closing upsell and cross-sell opportunities to meet annual revenue retention and growth targets. - Renewal Management: Lead contract renewals, managing the renewal process, and working closely with clients to ensure timely contract extensions. - AI-Powered Account Management: Leverage AI tools daily for account planning, communications, data analysis, and client-facing deliverables. - Product Expertise: Develop a deep understanding of our virtual health products and their applications to offer valuable insights and solutions to clients. - Training & Onboarding: Coordinate with Implementation and Solutions teams to ensure smooth onboarding for new clients and provide ongoing support. - Cross-Functional Collaboration: Partner with Product, Clinical Operations, Network Operations, and Support to execute account strategies, represent the voice of the customer internally, and contribute to team playbooks and best practices. Who You Are - Industry & Healthcare Experience: 3–5 years in account management or customer success, with 2+ years in healthcare or digital health. - Strategic Business Sense: Thinks in terms of client business outcomes, navigates ambiguity independently, and has experience leading renewal and upsell negotiations with enterprise-level stakeholders. - AI Fluency: Actively uses AI tools in day-to-day workflows and demonstrates a growth mindset toward AI — continuously finding new ways to apply these capabilities to enhance client outcomes and personal productivity. - Communication & Relationships: Exceptional communicator at all organizational levels, skilled at distilling complex client needs into clear action plans and building trust through responsiveness and follow-through. - Character & Work Style: Customer-obsessed, self-directed, and collaborative — manages a complex book of business without close supervision, while actively lifting teammates and cont