Strategic Account Manager

Reports To:

Director of Account Management

Job Type: Full-Time

At CodexIT, we believe technology should empower healthcare organizations to focus on what matters most—delivering exceptional patient care. Our team partners with healthcare practices across the country to modernize infrastructure, strengthen cybersecurity, and improve operational efficiency through thoughtful technology solutions.

We pride ourselves on building a culture centered on:

• Accountability and ownership – Team members are empowered to lead and deliver meaningful outcomes.
• Collaboration – We work closely across technical, consulting, and client teams to solve complex challenges.
• Continuous improvement – We value professionals who are curious, adaptable, and committed to refining processes and solutions.
• Client success – Our work directly supports healthcare providers who rely on technology to deliver care efficiently and securely.

As a growing managed services provider focused on healthcare technology, CodexIT offers the opportunity to work on impactful projects while collaborating with experienced professionals in a fast-moving, supportive environment.

The Strategic Account Manager is responsible for driving client satisfaction, retention, and growth across an assigned portfolio of managed services accounts. This individual will serve as the primary relationship owner and strategic partner for a portfolio of high-value clients.

This role is focused on strategy and direct client engagement. The ideal candidate brings a strong background in managed services, healthcare IT, and a proven ability to build long-term client relationships with senior enterprise leaders that drive measurable business outcomes.

• Own the commercial relationship with an assigned portfolio of strategic accounts, ensuring high satisfaction and retention
• Track and report on KPIs related to client retention, satisfaction, and account growth
• Execute and contribute to client success processes, playbooks, and engagement models
• Develop and maintain detailed account plans for each client
• Partner with delivery, security, and consulting teams to ensure consistent, high-quality service execution

• Serve as the primary executive level point of contact for assigned strategic accounts
• Build and maintain deep relationships with client stakeholders, including C-level executives
• Lead Quarterly Business Reviews (QBRs) with a strategic focus on delivered value and future roadmap, including strategic planning sessions and roadmap discussions
• Identify opportunities for expansion, upsell, and cross-sell across service offerings

• Contribute to net revenue retention (NRR) through renewals, expansions, and proactive account management
• Collaborate with Sales and Professional Services to align on account strategy and growth initiatives
• Negotiate contract renewals, expansions, and pricing adjustments for assigned accounts
• Collaborate with solutions architects and pre-sales to scope new services
• Monitor the competitive landscape and position MSP offerings accordingly
• Maintain an accurate revenue forecast across the account portfolio

• Ensure alignment between client expectations and service delivery outcomes
• Coordinate resolution of client issues and elevate commercial or strategic risks to leadership proactively
• Act as the voice of the client internally to influence service, product direction, and strategic improvements

• Work closely with Project Delivery, Professional Services and Finance teams to deliver integrated solutions
• Partner with marketing and leadership on client advocacy initiatives (case studies, references, events)
• Partner with the CSM to stay informed of service health and escalations

• 5+ years of experience in client success, account management, or related roles within an MSP or healthcare IT environment
• Proven track record of building relationships with executive and C-suite leaders to manage and grow strategic client accounts with 250 or more employees. Experience managing private equity-backed and enterprise-scale clients is required.
• Strong understanding of managed services, IT infrastructure, cybersecurity, and/or healthcare systems (EHR experience a plus)
• Experience mentoring peers or coordinating cross-functional initiatives
• Exceptional communication and executive presence with the ability to influence senior stakeholders
• Experience with CRM and client success platforms
• Strategic Thinking & Business Acumen
• Relationship Management & Executive Engagement
• Cross-Functional Coordination & Initiative
• Problem Solving & Escalation Management
• Net Revenue Retention (NRR)
• Drive renewal, upsell, and cross-sell opportunities
• Develop and execute multi-year account strategies aligned to client goals