Why This Role Matters

Our clients are some of the largest health systems and payers in the country, and this role is the through line for the entire client relationship. You're present from the moment a client goes live, active through implementation, and the primary owner of the relationship from there through renewal and expansion.

That means you're the person clients trust most. You know their priorities, their stakeholders, and what success looks like for their organization. You surface what's working and what isn't before it becomes a problem. And internally, you're the loudest advocate for what clients actually need.

As Koda scales into more complex enterprise deployments, the ability to hold deep, durable client relationships while also driving strong performance and renewal outcomes is one of the most important functions in the company.

What You’ll Own

Client Relationships

• Serve as the primary point of contact for an assigned portfolio of enterprise health system and payer clients, from onboarding through renewal and expansion
• Build trusted relationships across clinical, operational, and administrative stakeholders at each account
• Maintain a deep understanding of each client's strategic priorities, internal stakeholders, and how success is defined for their organization
• Serve as the internal advocate for your clients, surfacing feedback that improves how Koda delivers

Implementation & Launch

• Manage day-to-day implementation coordination from contract signature through go-live, including scheduling, stakeholder alignment, and tracking progress against milestones
• Lead training and onboarding for clinical and administrative stakeholders at client sites
• Continuously identify and test new ways to drive member engagement and program success across the client portfolio, sharing what works across accounts

Engagement & Performance

• Monitor engagement metrics across your accounts and develop action plans when clients fall behind target
• Partner with clients to identify creative ways to deepen provider and staff engagement: workflow adjustments, champion building, training refreshes, and anything else that moves the needle
• Prepare for executive-led QBRs by pulling together performance data, client insights, and clinical impact narratives

Retention & Growth

• Own renewal readiness for your accounts: track health scores, get ahead of risk signals like low adoption, staff turnover, or disengagement, and come into renewal conversations already prepared
• Identify expansion signals (new sites, service lines, population segments) and surface them internally
• Help build and refine the playbooks and processes that will scale the partner experience function as we grow

How You’ll Work

You'll operate with high ownership across a portfolio of accounts in a fast-scaling environment. You're comfortable with ambiguity, bring ideas to the table without being asked, and build partnerships that expand over time. You'll report to the Director of Partner Experience.

Growth & Trajectory

A PEM who delivers consistently takes on larger, more complex accounts over time. There's also a clear lateral path internally into client operations strategy or project management for those who want to grow in that direction.

Requirements

• 3-6 years in customer success, account management, or a client-facing role

• Experience managing complex, multi-stakeholder projects from kickoff through completion, with the instincts to track moving pieces and know when to escalate
• Naturally proactive: you spot problems before they surface and act on them
• Coachable and self-aware: you seek feedback, take it well, and use it to grow
• Comfortable with ambiguity and change in a fast-scaling environment
• Strong communicator: clear, direct, and confident whether you're writing a recap email or presenting to a C-suite
  

Nice to Have

• East or Central Time Zone strongly preferred
• Experience in healthcare, health tech, or enterprise SaaS
• Experience managing a mixed portfolio of client sizes
• Proficient with ClickUp, Metabase, and Google Suite, or the kind of person who picks up new tools quickly
• Previous startup experience

AI Fluency

Every member of the Koda team is expected to use AI tools as a genuine part of how they work. Not as a shortcut, but as a way to protect time and focus for the work that actually requires a human: judgment calls, relationships, complex problem-solving, and anything where context and trust matter.

That means letting AI absorb the repetitive and time-consuming work, so you're spending your time where it counts. It also means having the judgment to know when the output is ready and when it isn't. Candidates who actively use AI in their day-to-day work will stand out in our process.

Benefits

• Base salary range of $80,000 - $90,000 per year, dependant upon experience
• Fully remote role (US-based)
• Flexible, unlimited paid time off, including 8 company holidays
• Comprehensive medical, dental, and vision coverage
• 401(k) retirement plan options
• Annual professional development budget for books, courses, trainings, and conferences
• Work-from-home stipend to support your home office setup and ongoing remote work needs
• Annual company and team events
• Latest MacBook and enterprise-grade tooling to do your best work
• Clear growth paths for both individual contributors and people managers