Account Manager - Expansion & Renewals

About Dossier

Dossier is a healthcare SaaS company founded in Norway, focused on modernizing clinical competency management within US health systems. Our platform includes ProFile competency management, Clinical Laddering, and Dossier Learn, trusted by specialized cancer centers, leading academic medical centers, and expansive health systems nationwide. Our mission is to build a US revenue team to support our growing client base.

Role Overview

As an Account Manager, you will lead the commercial relationship for a portfolio of US health-system clients, entrusted with two key responsibilities: maintaining existing business through efficient renewals and expanding revenue through account growth.

This position demands high ownership, excellent relationship-building skills, and commercial acumen. You will manage the entire renewal process, handle pricing and negotiations, strengthen leadership ties, and broaden our presence across additional departments, products, and sites. Collaboration with Sales, Product, Solutions Engineering, and Customer Success teams is essential to enhance value delivery and support growth. You will also contribute to defining our renewal and expansion strategies as the US business scales.

Key Responsibilities

• Manage full renewal cycles by maintaining a 12-month rolling calendar aligned with contract deadlines, initiating renewal discussions well in advance, leading pricing and negotiation processes, and ensuring smooth contract closures.
• Achieve expansion targets by increasing account engagement across new departments, products, and multiple sites within existing health systems.
• Develop account plans for strategic clients, including whitespace analysis, organizational mapping up to CNO/CNE/CFO levels, and cultivating multiple stakeholder relationships with at least three contacts per key account.
• Create and deliver data-centric business cases showcasing ROI and cost benefits of adopting Dossier’s solutions across various departments and systems to healthcare executives.
• Conduct quarterly executive business reviews with strategic clients covering ROI, compliance outcomes, product roadmap, and growth initiatives.
• Design and implement retention and renewal strategies for all managed accounts.
• Maintain accurate renewal and expansion forecasting within HubSpot, including timely updates on stages, amounts, close dates, renewal deadlines, and next steps.
• Collaborate with Enterprise Account Executives on account transitions and share competitive and product insights with Sales, Customer Success, and Product teams.
• Travel approximately 25-30% for customer meetings and industry conferences such as ANCC, AONL, and regional nursing leadership events.

Qualifications

• Minimum 5 years’ experience in healthcare SaaS or a related sector with responsibility for managing or growing customer relationships, including roles in account management, expansion sales, full-cycle sales, or customer success with retention duties.
• Proven success in customer retention and growth demonstrated by quota achievements, net revenue retention, or documented account expansion and renewals.
• Preferably healthcare industry experience with familiarity navigating key stakeholders such as CNO, CNE, CHRO, CFO, nurse educators, IT, and procurement professionals.
• Skilled in communicating complex data and presenting persuasive business cases to healthcare leaders, especially nursing executives, highlighting measurable cost savings, efficiency gains, and compliance improvements from using Dossier.
• Confidence in handling commercial negotiations including pricing, contracting, multi-year agreements, defending against downsells, and engaging with legal/procurement departments at large integrated delivery networks is a significant plus.
• Strong organizational skills with disciplined CRM usage, especially in HubSpot, and reliable forecasting abilities.
• Innovative mindset with the ability to develop new processes and embrace AI-driven workflows.
• Willingness to travel for work-related activities up to 25-30% of the time.

Benefits

• Flexible paid time off policy without accruals or caps, empowering you to manage your schedule responsibly.
• Paid federal holidays in the US.
• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) retirement plan including company matching contributions.
• Wellness and gadget allowances to support your health and work setup.
• Company-provided equipment for an efficient home office environment.
• Emphasis on remote-first work culture.
• A strong learning environment with frequent access to global industry experts and commitment to professional development.