Protect Revenue. Deepen Partnerships. Drive Expansion.
Aline is on a mission to transform the senior living industry. Our platform powers the complete resident lifecycle, from CRM and Marketing to Clinical Care, Billing, and Operations. We are currently in a phase of strategic acceleration.
We are looking for an Account Manager who views retention and expansion as a professional craft, not a renewal admin function. You aren't just looking for a job; you are looking for a place where methodology, strategy, and coaching are the foundations of success. You will be responsible for protecting and growing an existing book of business, executing a strategic account management motion that prioritizes deep partnership over transactional check ins.
If you are a builder who thrives in an evolving environment and wants to turn customers into long-term strategic partners, we want to talk to you.
Requirements
This is a retention and expansion role focused on maximizing the lifetime value of our existing customer base. You will own your book of business, acting with extreme ownership over expansion pipeline and net revenue retention.
- Own the Relationship: You are the primary commercial point of contact for your accounts. You set the tone for the partnership, connect the right internal resources when needed, and ensure the customer feels supported, without needing to personally execute every operational task.
- Identify and Create Expansion Opportunities: You stay close enough to your accounts to identify growth signals before they become obvious. You connect the dots between platform usage, business changes, and unmet needs. You bring those conversations forward at the right moment.
- Build the Value Case: You move beyond feature adoption. You are skilled at articulating the ROI your customers are realizing and creating urgency around the cost of gaps in their current configuration.
- Drive Mutual Success: You don't wait for renewal conversations to start. You keep customers aligned to outcomes throughout the year using structured touchpoints and shared success plans, so that renewals are a conclusion, not a negotiation.
- Navigate the Organization: You understand that your most important stakeholder today may not be the same one who signed the contract. You stay curious about the organizations you serve, building relationships at multiple levels to protect and expand your footprint.
- Manage Your Business: You commit to accuracy. You maintain a clean account portfolio and ensure your forecast reflects reality, not just optimism.
Qualifications
- Experience: 3+ years of account management or post-sale B2B SaaS experience.
- Familiarity with SMB and mid-market customers is preferred. Healthcare tech is a plus, but not required if you have managed complex, multi-stakeholder software relationships.
- Methodology DNA: You are fluent in structured account management frameworks. You use health signals and expansion indicators naturally to prioritize your book and stay ahead of both risk and opportunity.
- Intellectual Curiosity: You ask "why" until you understand the root cause of both customer success and customer friction. You are comfortable challenging a customer's current approach to reveal the cost of the status quo.
- Adaptability: You are energized by building, not just maintaining. You are comfortable operating in an environment where not every process is fully defined, and you see that as an opportunity to shape something, not a reason to hesitate.
- Process Discipline: You appreciate structure and create it where it doesn't exist. You understand that proactive engagement leads to better retention and faster expansion than reactive firefighting.
- Team Player: You know how to leverage internal resources effectively and you don't need to own every function to deliver a great customer experience. You are coachable, crave feedback, and actively participate in team development and account reviews.
Why Aline?
- A Culture of Development: We believe in enabling our team, not just managing them. You will receive consistent coaching, resources, and support from a leadership team that is invested in your growth.
- Platform Depth: You aren't managing a single point solution. You are stewarding a comprehensive platform spanning Sales and Marketing, Dining and Clinical, and Finance Teams, giving you a genuine expansion motion within every account.
- High Standards: We are a high-performance culture. We celebrate wins, we learn from losses, and we treat account management as a science.
Compensation includes a base salary with a variable commission bonus opportunity based on performance against established sales and account growth targets.