Enterprise Account Manager



Sales & Business Development
United States · Remote
Posted on Thursday, June 27, 2024

About Freshpaint

Customer data is the fuel that drives all modern businesses. From product analytics, to marketing, to support, to advertising, advanced data analysis in the warehouse, and even sales – customer data is the raw material for each function at a modern business.

For highly regulated businesses in healthcare, it’s always been a challenge to harness that customer data and get it to the marketing and analytics tools that require it while following patient privacy laws….until now.

Something as simple as running ads to get more users is simple for an e-commerce of software company to do. But common web analytics and advertising tools collect sensitive user identifiers and healthcare information automatically. Those same tools are not HIPAA compliant.

We provide a layer of data governance to make current web analytics tools HIPAA-compliant. For analytics, our customers can continue getting the insights they need to improve the patient experience. For marketing, Freshpaint safeguards health information while helping our customers promote access to care through popular advertising platforms like Facebook, Google, and others.

In short, we help healthcare marketers promote access to care and safeguard patient privacy at the same time. This is an important, complex problem in a massive market (healthcare is 20% of the US GDP).

Our customers manage their customer data with two offerings:

  1. Privacy Platform. We help healthcare providers automate their website’s + app’s HIPAA compliance, and safeguard first-party customer data across their tech stack.

  2. Data Activation Platform. We make it really easy for teams to activate customer data using their preferred analytics, data, and marketing tools.

We’re fully remote. If you strongly value in-person work, Freshpaint is likely not the best fit for you. Even though we don’t care where you’re located, we need employees to be based in the US. Many of our team is concentrated in various metro areas like SF or NYC.

To balance out our remote-ness, we gather the team 2-4 times per year for offsites. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, and California wine country in the recent past.

We’re backed by leading investors including Y-Combinator, Intel Capital, and angel investors like the Head of Data from Slack, Head of Data at LinkedIn, and more.

Who we are:

Freshpaint was founded by web analytics veterans who realized how hard it was for highly regulated companies to collect and use customer data in a compliant way. We started as part of Y Combinator’s S19 cohort and have been focused on enabling healthcare companies collect, safeguard, and activate patient data since.

In the beginning of 2023 the government issued updated guidance around HIPAA, basically making our software a requirement to use for healthcare companies. As a result, we're one of the fastest growing software companies on earth right now.

Our team has deep analytics and growth experience, with all of us coming from high-growth companies like Heap, Pendo, Iterable, Quantum Metric, and Retool.

If you value lots of freedom and ownership in your work, interfacing with customers, and working on a product with high customer impact, then Freshpaint is your home.

The role

Our success is defined by the success of our customers – we’re looking to bring on founding members of our Customer Success team to help our customers successfully take a privacy first approach to healthcare marketing.

The Customer Success team at Freshpaint empowers our customers to deliver on their goals, while prioritizing privacy and data quality. We ensure repeated value that unlocks growth for our customers through our focus on delivery excellence, industry expertise, efficiency, and dedication to customer outcomes.

Our Enterprise Account Managers (AMs) own the full lifecycle relationship with our customers, help them navigate the data privacy world and Freshpaint’s offerings. AMs dive deep with customers to understand their business and how to best support them on their data privacy journeys – leveraging the power of Freshpaint’s broader teams to accomplish this.

In this role you will:

  • Own leading and lagging indicators of success.

    • Retain and grow the revenue for existing Freshpaint customers, owning the net retention rate of your customer base.

    • Own product adoption metrics, value plan, and relationship plan for your customers.

    • Maintain high NPS scores for both implementation and account satisfaction.

  • Achieve operational excellence.

    • Ensure all communication and activities with assigned customers are documented in CRM (Hubspot)

    • Use Freshpaint effectively to measure customer product KPIs and run adoption analyses for customers.

    • Continuously measure and communicate key metrics to peers and leadership.

  • Own the entire customer journey.

    • Support customers coming out of implementation and launch validation, and assist with accelerating breadth of adoption and positive business outcomes for the customer and Freshpaint.

    • Standardize AM customer engagement and measure its impact at each stage of the customer lifecycle.

    • Conduct quarterly business reviews to document success to date, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations & review Freshpaint product roadmap.

    • Enroll customers in new beta programs and ensure customer feedback informs our product roadmap.

    • Ensure satisfactory resolution of Freshpaint related technical issues, including coordination of cross-departmental Freshpaint resources (e.g. Support, Customer Success engineering).

    • Own the renewal and expansion commercial processes

  • Deliver business value.

    • Work with customers to develop a value and success plan that outlines how Freshpaint adoption will address their required capabilities needed to achieve positive business outcomes both immediately and in the future.

    • Drive adoption through innovation, product demonstration and customer alignment.

    • Recommend solutions to changing client requirements and emergent problems by carefully identifying and assessing all risks and benefits of possible approaches.

    • Measure, communicate and demonstrate ROI to your customers in check-ins and customer quarterly business reviews.

  • Become knowledgeable about healthcare data privacy.

    • Have complete context on our product and become an expert in the larger healthcare data privacy space.

    • Educate our customers on the value and associated positive business outcomes of the healthcare data privacy platform

    • Communicate technical concepts clearly. Convey sound data principles to a wide variety of audiences: marketers, product managers, data scientists, engineers, and VP/C-level executives.

  • Form close relationships with our customers.

    • Serve as the trusted advisor for key customer champions and executives including C-levels.

    • Cultivate relationships with key customer roles from functional owners to senior management.

    • Support Freshpaint customer community events to promote community relationships.

  • Advocate for the best customer experience.

    • Serve as the customer’s advocate to other Freshpaint resources in Product, Support, Engineering, Marketing, & Partnerships.

    • Serve as the voice of the customer internally at Freshpaint by providing customer feedback to product, creating customer case studies with marketing, facilitating referrals for technical or services partnerships, or coordinating customer referrals for sales.

    • Ensure executive sponsors are coordinated with key account activities to drive key adoption and retention metrics.

  • Expand existing customers.

    • Grow Freshpaint revenue via upsells while providing an ideal customer experience.

    • Proactively identify where and how Freshpaint capabilities can deliver incremental business value.

    • Build an account plan and whitespace expansion opportunities with clear objectives, requirements, and action plan, that delineates roles, responsibilities, and target timelines with the aim of driving value with their current contract with Freshpaint.

  • Constantly iterate on our process.

    • Be part of a growing team at Freshpaint and help inform our approach to our customer lifecycle processes.

    • Work cross functionally and manage special projects internally to help Freshpaint scale as fast as possible.

    • Contribute to our team growth by creating new content, playbooks, and processes for peers to use as winning strategies.

  • Travel up to 30% of the time.

    • Drive customer attendance to Freshpaint in person events and attend industry events to engage customer stakeholders

    • Visit customers onsite where possible for partnership reviews and relationship building

Requirements – what you’ll bring:

  • Consultative Customer Engagement.

    • Over 7 years of experience in customer-facing roles within enterprise software or SaaS, demonstrating expertise in management consulting, account management, or customer success management

  • Relationship Building & Growth.

    • Proven success in leading customer engagements, fostering B2B/B2C relationships, resulting in increased adoption, customer satisfaction, and contract value growth on both upsells and renewals

  • Technical Proficiency & Stakeholder Alignment.

    • Proficient in aligning technical concepts and features with required capabilities, effectively presenting to diverse stakeholders and engaging with senior executives on technical and business topics

  • Analytical & Operational Excellence.

    • Strong operational discipline with an analytical, process-oriented mindset, employing data-based decision-making and resourceful problem-solving skills to provide optimal solutions

  • Effective Communication & Collaboration.

    • Exceptional oral and written communication skills, with the ability to work cross-functionally

    • Facilitate business reviews, and develop and deliver presentations to end users and C-Level executives

  • Team Collaboration & Leadership.

    • Demonstrated ability to excel in a collaborative, geographically dispersed team environment while also working independently with minimal supervision, managing multiple tasks and requests with outstanding organizational and project management skills

  • Passion for Customer Success.

    • Deep commitment to customer success and service mentality, with diplomacy, tact, and poise under pressure when addressing customer issues

    • Ability to drive adoption and sell new product offerings and services

Nice To Have

  • Experience working with customer data and/or marketing technology products

  • Experience with HTML, CSS, JS, SQL

  • Experience working with integrating data using front-end and server-side APIs

  • Experience in analytics tools or warehouses (Looker, Tableau, Snowflake, Redshift, etc.)

  • Domain expertise in SaaS, Healthcare, Data Privacy, or Enteprrise Healthcare (B2B and/or B2C)

  • Knowledge of Force Management’s Command of the Message Framework, MEDDIC, and other common go-to-market frameworks.

Benefits - what we offer in return:

  • Joining a high-growth venture-backed startup as part of the early crew. You will be employee #60-70ish.

  • Competitive compensation with generous, employee-friendly equity. We have a 10-year exercise window.

  • Freshpaint Fridays: Half-day Fridays. Every week.

  • Unlimited PTO, with a minimum requirement of 2 weeks per year. Plus various observed holidays.

  • 100% remote

  • Flex in-office if you want with $150 WeWork credits each month

  • 401k

  • Health, dental, and vision insurance 100% covered by the company (some states it’s 99% because laws).

  • Mental health benefits - therapy appointments and more covered by the company

  • 2 Treat Yourself Days per year: We'll pay you $100 to take a day off and do whatever makes you happy. The only catch is you have to share what you did with the rest of the team.

  • Generous parental leave

  • Paid Spotify

  • Health & Wellness benefit – gym membership or similar covered

  • Regular team offsites 2-4 times per year. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, California wine country, and Mexico City in the recent past.

  • Ownership of your work, collaboration with a close team, and direct access to founders and what it’s like to build a startup. If you leave to start your own company, we'd love to be your first angel investors.

If you are interested in reading more about our team and our values, check out our team page.

Interested? How to apply

Please reach out even if you don’t meet all criteria! If you’re smart and driven, we’d love to hear from you.

What happens after you apply

If you apply online, you will hear back if you're a fit within a week or two. You will not hear back if you're not a fit (or the position gets filled before we have a chance to chat). We look at everything, we promise.