Head of Account Management

About Us

Axle Health builds 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 Grandcare) 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 - The Role

This is a unique opportunity to join Axle Health as our founding Head of Account Management, reporting directly to our CEO and building our Account Management function from the ground up. Ideal candidates have built and scaled high performance Account Management or Customer Success organizations and are eager to do it all over again.

As our Head of Account Management, you'll be responsible for ensuring our customers, ranging from large health systems to independent home health agencies, achieve maximum value from our platform. You'll work closely with home healthcare providers to drive adoption, reduce churn, and fuel expansion. This role requires someone who can balance strategic thinking with hands-on execution, as you'll be building processes, systems, and eventually a team while directly managing key customer relationships.

What You’ll Do

• Build and own the Account Management function - Establish customer success processes, playbooks, and metrics from scratch, including onboarding workflows, account health scoring systems, and expansion strategies

• Drive customer adoption and value realization - Work closely with healthcare providers to ensure successful onboarding of our AI scheduling, route optimization, and patient engagement tools, helping them achieve measurable productivity improvements

• Manage and expand key customer relationships - Serve as the primary post-sale contact for enterprise customers, conducting regular business reviews, identifying expansion opportunities, and ensuring contract renewals

• Spearhead customer onboarding - Partner with our implementation team to ensure seamless customer deployments, working with customers’ clinical operations teams to integrate with existing EMR systems and workflows

• Develop customer advocacy programs - Create reference customer programs, case studies, and testimonials to support sales and marketing efforts, leveraging our customers' success stories of improved clinician utilization and operational efficiency

• Analyze customer health metrics and usage data - Build dashboards and reporting systems to track customer engagement, identify at-risk accounts, and proactively address issues before they impact retention

• Collaborate cross-functionally - Work closely with Product, Engineering, Sales, and Implementation teams to communicate customer feedback, influence product roadmap decisions, and ensure customer needs are prioritized in development

• Scale the Account Management function - As we grow, recruit and manage a team of Account Managers, establishing team structure and performance management processes

• Drive revenue growth through expansion - Identify and execute upsell and cross-sell opportunities within existing accounts, working with Sales to grow our footprint within customer organizations

Requirements

• B2B SaaS expertise - 5+ years of Customer Success, Account Management, or similar customer-facing experience at a B2B SaaS company, with a proven track record of managing enterprise software onboarding and driving customer adoption in complex, regulated industries

• Leadership and team building skills - Experience building and scaling customer-facing teams from early stages, with demonstrated ability to establish processes, hire talent, and manage performance

• Data-driven approach - Strong analytical skills with experience using customer data to drive decisions, create health scoring models, and identify expansion opportunities

• Executive presence - Ability to engage confidently with C-suite executives and clinical leaders at healthcare organizations, presenting business cases and strategic recommendations

• Startup mentality - Thrives in fast-paced, ambiguous environments and comfortable wearing multiple hats while building foundational processes and systems

• Venture-backed startup experience - Experience scaling customer success or account management functions at high-growth, venture-backed companies during rapid expansion phases

Nice to Haves

• Healthcare technology experience - Experience in a Customer Success, Account Management, or similar customer-facing role at a healthcare technology company, with solid understanding of healthcare provider operations and workflows

• Home healthcare or hospice industry experience - Direct experience working with home health agencies, hospice providers, or similar field-based healthcare organizations

• Workforce management or logistics software background - Experience with scheduling, routing, or workforce optimization technologies, particularly in healthcare or field service industries

• Clinical or healthcare operations background - Previous experience as a healthcare provider, clinical operations manager, or similar role that provides deep understanding of day-to-day healthcare delivery challenges

• Technical integration expertise - Experience managing complex software integrations, particularly with EMR systems like Epic, Cerner, or other healthcare platforms that Axle integrates with

• Healthcare operations knowledge - Understanding of home healthcare, hospice, or similar care delivery models, including familiarity with EMR systems, clinical workflows, and regulatory requirements (HIPAA, etc.)

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:

• Comprehensive Medical, Dental, Vision

• 401k plan

• Flexible PTO, sick days, and working hours

• 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