Account Manager

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.

Experience we're particularly excited about

• 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