Manage a portfolio of mid-market employer customers as a trusted advisor on benefits strategy and the Thatch platform. Lead renewals, open enrollment, QBRs, and compliance (ICHRA, Medicare, COBRA). Build stakeholder relationships, monitor customer health, drive retention, and collaborate cross-functionally to scale processes, tooling, and customer education.
About the role
We’re looking for a consultative and action-oriented Account Manager to join our growing team. In this role, you’ll manage a portfolio of Mid-Market employer customers, serving as a trusted advisor on the Thatch platform, ICHRA benefits strategy, and annual renewal/open enrollment.
You’ll build strong relationships with executive sponsors, HR leaders, benefits consultants, and day-to-day administrators to understand their goals, deliver measurable value, and ensure a successful benefits experience for both employers and their employees. Through proactive account planning, Quarterly Business Reviews (QBRs), and ongoing enablement, you’ll help customers maximize the value of Thatch while driving retention and long-term customer health.
As a member of our growing Account Management team, you’ll play a critical role in shaping the customer lifecycle at Thatch. You’ll work cross-functionally with Sales, Product, Operations, and Implementation to advocate for customer feedback, design optimal working models, and build new processes as we scale.
What you'll do
- Own a portfolio of Mid-Market employer customers and their benefit brokers, serving as a trusted advisor on benefits strategy, renewals, employee engagement, and long-term success.
- Build and maintain relationships with key stakeholders, including executive sponsors, HR leaders, benefits consultants, and day-to-day administrators, developing a deep understanding of each customer’s goals and success criteria.
- Lead annual renewal conversations, providing consultative guidance on contribution strategy, plan design considerations, and annual fee adjustments while driving long-term retention and customer health.
- Prepare and facilitate Quarterly Business Reviews (QBRs), delivering performance insights, product updates, strategic recommendations, and account plans that align with customer objectives. Over time, there will also be opportunities for upsell/cross-sell.
- Monitor customer health, identify risks and opportunities, and develop proactive action plans to drive retention and long-term success.
- Partner with customers to fulfill ICHRA and benefits compliance requirements, including annual reporting obligations, employee eligibility considerations, and management of Medicare and COBRA populations.
- Lead annual Open Enrollment planning and execution, driving employee engagement and successful enrollment outcomes (with NRR as the key metric); during peak season, manage customer onboarding activities as needed.
- Partner cross-functionally with Implementation, Product, Operations, and Sales to manage escalations, advocate for customer needs, and deliver exceptional customer experiences.
- Contribute to the development of scalable account management processes, playbooks, tooling, customer education programs, and best practices as Thatch continues to grow.
Background we're looking for
- 5+ years of experience in Account Management, Customer Success, Benefits Consulting, or another client-facing role, ideally within health benefits, HR technology, or digital health.
- Strong strategic thinking and problem-solving skills, with the ability to connect customer goals to business outcomes.
- Experience leading customer business reviews, strategic planning conversations, renewals, or other consultative account management activities.
- Excellent communication and presentation skills, with the ability to tailor messaging to a variety of audiences.
- Strong organizational and project management skills, with the ability to manage multiple priorities simultaneously.
- Comfortable operating in a fast-paced, high-growth environment and navigating ambiguity with confidence.
- Deep customer empathy, ownership mentality, and commitment to delivering exceptional customer experiences.
- Curiosity, humility, and a collaborative, team-first mindset.
- Bilingual in Spanish and English preferred.
What to expect
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:
- 30 minute video meeting to talk through your background and interest in Thatch
- 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute video meeting to meet 2-3 members of the team
- 30 minute video meetings with the department leadership to review your approach to problem solving and strategy
- 30 minute video meeting with one of our founders to discuss your approach to culture and our operating principles
Estimated Compensation Range
$105,000—$135,000 USD
About Thatch
We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.
Similar Jobs
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Manages complex Medicaid and PBM client accounts, overseeing operational service delivery, benefit and file updates, escalations, implementations, open enrollment, reporting, process improvements, and project execution. Serves as the primary client contact, coordinates internal teams, maintains client relationships, supports impact analysis and remediation, trains users on client systems, and mentors account management staff.
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Manages external healthcare client relationships, retention, growth, operational readiness, and complex cross-functional initiatives. Leads client readiness, go-live support, transitions, issue resolution, process improvements, reporting, training, and project execution. Serves as a strategic consultant and operational bridge across account management, operations, implementation, product, and client teams. Requires substantial PBM, health plan, or managed care expertise, project management experience, analytical skills, and executive communication capabilities.
Top Skills:
Claims Adjudication SystemsMicrosoft ApplicationsMicrosoft ProjectPbm ToolsServicenow DashboardsSmartsheet
.png)
Fintech • Information Technology • Payments • Productivity • Software • Travel • Automation
Supports Account Managers and B2B travel and expense customers by resolving product configuration, integration, payment, policy, and platform issues. Communicates with program administrators, handles escalations, coordinates cross-functional solutions, drives adoption and retention, tracks customer KPIs, provides product feedback, and documents scalable processes.
Top Skills:
Product IntegrationsSaaSTravel And Expense Management Platforms
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
