National Accounts Manager

About Activated Insights

Activated Insights is a leading SaaS company serving North America’s rapidly growing long-term and post-acute care market. Our technology, surveys, training solutions, and reputation-management tools help care providers strengthen employee engagement, improve resident and patient satisfaction, and achieve better organizational outcomes.

Founded in 2008, Activated Insights supports more than 7,000 customers across over 23,000 care locations—from independently owned providers to some of the nation’s largest healthcare organizations. With more than 250 team members, our work positively impacts the experiences of hundreds of thousands of employees, residents, patients, and families each year.

Position Summary

The National Accounts Manager plays a critical role in ensuring the long-term success of Activated Insights’ largest and most complex customers. This position serves as a trusted partner to executive stakeholders, helping customers maximize the value of our solutions while supporting retention, adoption, satisfaction, and account growth.

The National Accounts Manager is responsible for developing a deep understanding of each customer’s organization, priorities, and desired outcomes. This individual will use customer insights, product knowledge, and performance data to guide strategic conversations, identify risks and opportunities, and coordinate resources across Activated Insights.

The ideal candidate is a confident communicator, strategic relationship builder, and highly organized professional who thrives in a collaborative, fast-paced environment.

Why Join Activated Insights?

• Join a growing SaaS organization making a meaningful impact in the long-term and post-acute care industry.
• Work with some of the industry’s largest and most influential care organizations.
• Be part of a collaborative, service-driven, and mission-focused culture.
• Receive competitive compensation, comprehensive benefits, and unlimited PTO.
• Access opportunities for professional development and career growth.
• Help shape customer strategies that improve the experiences of healthcare employees and the people in their care.

Key Responsibilities

• Serve as the primary relationship manager and trusted advisor for an assigned portfolio of national and enterprise accounts.
• Build strong, lasting relationships with executive leaders, decision-makers, administrators, and other key customer stakeholders.
• Develop a thorough understanding of each customer’s organizational structure, goals, challenges, and measures of success.
• Lead regular business reviews focused on product adoption, performance metrics, customer successes, strategic priorities, and recommended next steps.
• Create and maintain strategic account plans that support customer retention, engagement, satisfaction, and growth.
• Monitor customer health, product utilization, engagement, and other relevant data to identify risks and opportunities.
• Proactively address customer concerns, remove barriers to success, and coordinate appropriate internal resources when escalation is necessary.
• Identify renewal and expansion opportunities by connecting customer needs with relevant Activated Insights products and services.
• Partner with Sales and other internal stakeholders throughout the renewal and expansion process.
• Collaborate with Product, Marketing, Sales, Implementation, Support, and other teams to provide a seamless customer experience.
• Advocate for customers internally by sharing meaningful feedback, emerging needs, and opportunities to improve our products and processes.
• Maintain expert knowledge of Activated Insights’ products, services, and value propositions.
• Accurately document customer interactions, account activity, risks, opportunities, and next steps in Salesforce and other applicable systems.
• Provide timely updates and reporting on customer health, retention risks, growth opportunities, and account performance.
• Travel as needed for customer meetings, business reviews, industry events, and company gatherings.

Skills and Competencies

• Excellent verbal and written communication skills.
• Strong presentation and facilitation abilities, including confidence leading executive-level conversations.
• Ability to establish credibility and build trusted relationships with a wide range of stakeholders.
• High emotional intelligence and the ability to navigate sensitive or challenging customer conversations professionally.
• Strategic and consultative approach to account management.
• Strong organizational, project-management, and follow-up skills.
• Analytical mindset with the ability to interpret customer data and translate insights into meaningful recommendations.
• Ability to identify customer needs and connect them with appropriate products, services, and solutions.
• Strong problem-solving skills with a proactive and resourceful approach.
• Customer-focused mindset and a genuine commitment to helping customers achieve measurable outcomes.
• Ability to prioritize and manage multiple complex accounts in a fast-paced environment.
• Strong operational discipline and attention to detail.
• Ability to work independently while collaborating effectively across teams.
• Flexibility to adapt to evolving customer needs, business priorities, and internal processes.

Experience and Qualifications

• Bachelor’s degree in business, communications, marketing, healthcare administration, or a related field preferred; equivalent professional experience will also be considered.
• Three or more years of experience in customer success, strategic account management, client services, or a related role.
• Experience managing enterprise, national, or other large and complex customer accounts.
• Previous experience in a SaaS, healthcare, long-term care, or post-acute care environment is preferred.
• Demonstrated success supporting customer retention, product adoption, satisfaction, renewals, or account growth.
• Experience conducting business reviews and presenting recommendations to executive stakeholders.
• Experience using CRM and customer-success platforms; Salesforce experience is preferred.
• Ability to travel as business needs require.

Physical and Work Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent keyboarding, phone use, and virtual meetings.
• Multiple video meetings may be required each day, with camera use expected.
• Ability to travel for customer and company meetings as needed.
• Occasional flexibility may be required to collaborate across time zones or meet critical customer and business needs.