VP, Account Management

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Clearwater is a leading provider of cybersecurity, risk management, and compliance services for healthcare and other regulated industries. We partner with hospitals, health systems, physician groups, digital health companies, and organizations supporting the Defense Industrial Base (DIB) to protect mission‑critical information, improve cybersecurity maturity, and meet compliance requirements.

Clearwater combines deep healthcare cybersecurity expertise with technology‑enabled services, including IRM|Pro® software, managed security offerings, advisory services, assessments, and compliance programs. Our mission is to protect patients and critical infrastructure by maturing our clients' security posture and enabling long‑term resilience.

The Vice President of Account Management will design, build, and lead Clearwater’s Account Management and Retention function, operating horizontally across all verticals (IDN, PPMG, HCIT/Digital Health, and DIB). This leader is responsible for the end‑to‑end client lifecycle post‑sale, including renewal strategy, expansion strategy, account health, forecasting discipline, and AM/ISR development. The role is strategic and hands‑on, balancing playbook creation with daily coaching, meeting participation, forecasting rigor, and cross‑functional alignment with Delivery, Marketing, Product, and Sales Operations.

• Build and execute a scalable Account Management and Renewal playbook covering onboarding, account planning, renewal management, forecasting, expansion strategy, and escalation paths.
• Establish unified AM standards across all verticals while allowing for appropriate vertical‑specific adaptations.
• Define and implement a single, consistent renewal process including early risk identification, templates, and escalation mechanisms.
• Lead weekly AM‑only team meetings, best‑practice reviews, and structured 1:1 coaching.
• Co‑own AM hiring decisions with vertical VPs; lead onboarding program.
• Develop structured career pathways for AMs and ISRs.

• Own renewal and retention targets across all verticals.
• Build and manage an accurate time‑to‑renewal forecast process, ensuring strong forecast discipline and early visibility into renewal risks.
• Develop expansion playbooks in collaboration with sales and delivery; establish clear cross‑sell and upsell paths tied to client maturity and solution needs.
• Drive improvements in expansion bookings, and client lifetime value.
• Build a measurable account health scoring model that incorporates usage, engagement, delivery feedback, risk indicators, and value milestones.

• Provide hands‑on coaching to Account Managers and ISRs, including call shadowing, renewal strategy reviews, and joint preparation for client meetings.
• Support AMs as executive presence on strategic client conversations.
• Ensure strong documentation, CRM hygiene, and process compliance across all AMs.
• Partner closely with Sales Ops to develop dashboards, KPI tracking, and executive‑level reporting.
• Elevate Clearwater’s account planning discipline: annual plans, quarterly updates, and alignment with AEs and Delivery.

• Work deeply with Consulting leadership to align on client goals, address service quality issues, and manage escalations.
• Partner with Product leadership to provide client insights and improve roadmap communication to existing customers.
• Collaborate with the Director of SDR to drive outbound expansion efforts and ensure alignment between growth and retention processes.

• Own reporting and strategic insights on renewal performance, expansion trends, client health, risk indicators, and forecast accuracy.
• Drive continuous improvement through analysis of renewal outcomes, expansion conversion, AM productivity, and client feedback.
• Build and refine AM performance scorecards and KPIs.

• 10–15+ years in Account Management, Client Success, or Renewal…