Director of Account Management

About Alaffia & Our Mission

Every year, U.S. health plans lose billions to improper payments and administrative waste. That wasted spending ultimately trickles down across the healthcare ecosystem, driving up costs for plans, providers, and patients alike. We're here to change that paradigm.

Alaffia is a new kind of claims operations partner for health plans. Using expert clinicians and transparent AI, we deliver deeper insights, smarter automation, and consistently better outcomes across the entire lifecycle of claims. With Alaffia, health plans can cut wasted spending more effectively than ever — and provide their members the most affordable care.

We're a high-growth, venture-backed Series B healthtech startup based in NYC and are actively scaling our company. Join us in helping to build a healthcare system that works better for everyone.

(*This position requires current authorization to work in the United States. Unfortunately, we are not in a position to sponsor work visas at this time.)

About the Role & What You'll Be Doing

We're looking for a Director of Account Management to lead the customer lifecycle across Alaffia's book of health plan customers. This is a player-coach role. You'll own our largest and most complex payment integrity relationships directly, lead a small team of account leaders, and direct the Customer Success/Operations team that supports them. You'll be the senior voice of Alaffia with health plan payment integrity and claims leadership, and a key partner to Sales, Product, PI Operations, and executive leadership.

Your Responsibilities

Strategic Account Ownership

• Personally own relationships with Alaffia's largest and most strategic health plan customers, serving as the senior, externally facing owner of each account

• Build executive-level relationships with VP and C-suite stakeholders, payment integrity leaders, and claims operations executives

• Lead Quarterly Business Reviews for strategic accounts, translating audit findings, savings, and platform usage into measurable ROI and clear expansion opportunities

• Serve as the escalation point for at-risk accounts, including disputes over findings, provider abrasion, and savings validation, and protect retention

Team Leadership

• Hire, coach, and manage a senior account management team and direct the Customer Success/Operations team that provides day-to-day operational support

• Own the revenue target for the full book of business, including onboarding/implementation, expansion, renewals, and retention

• Establish account segmentation, coverage models, and QBR frameworks so each health plan gets the right level of attention

• Build and refine team processes and playbooks, and develop the team's payment integrity domain expertise

Cross-Functional & Operational Leadership

• Partner with Sales leadership on a smooth handoff from sale to onboarding and on expansion strategy across the joint pipeline

• Work with PI Operations and clinical leadership to make sure review quality, turnaround, and customer expectations stay aligned

• Work with Product and Engineering to turn customer feedback and usage trends into prioritized roadmap input

• Review portfolio-level volume, savings, and revenue trends monthly, and brief leadership on risks and opportunities

• Report on retention, expansion, and team performance metrics to Sales/Revenue Leadership and the executive team

What We're Looking For

Payment integrity experience (required)

• 8+ years in B2B account management, customer success, solutions, or client leadership, with at least 4 years directly in payment integrity, claims editing/recovery, or cost containment, at a PI vendor, a health plan PI team, or a claims-focused services company

• Hands-on knowledge of payment integrity methodologies such as itemized bill review, DRG and clinical validation, coding validation, and overpayment identification and recovery

• Working knowledge of medical billing and coding, claims adjudication workflows, and provider dispute and appeal dynamics

• Experience managing health plan customers and fluency in how savings are measured, validated, and defended with customers

• Existing credibility with health plan payment integrity, claims operations, SIU, and cost-containment leaders, ideally with relationships in the payer market

Leadership and commercial experience

• 3+ years directly managing a team, with a track record of building or scaling an account management or client services function, including hiring, coaching, and performance management

• Demonstrated success owning and exceeding a team-level revenue, retention, or expansion target

• Experience implementing and supporting SaaS and/or services solutions in complex enterprise environments

• Executive presence, with a demonstrated ability to build trusted-advisor relationships with senior decision-makers

• Strong analytical skills, with the ability to turn account and portfolio-level data into clear strategic recommendations

• Exceptional communication, negotiation, and cross-functional collaboration skills

• Experience building processes, playbooks, or frameworks from scratch in a fast-paced, high-growth environment

• Familiarity with CRM and account management tooling, and with SaaS/services retention and expansion metrics (NRR, GRR, expansion rate, etc.)

Our Culture

Alaffia was born out of our founders' personal connection to the inefficiency of the U.S. healthcare system. We are deeply mission-driven, with an abiding belief that technology can help create a better future for everyone — and we're looking for others who share our passion for change to join the team.

What Else Do You Get?

• Competitive compensation package (cash + equity)

• Medical, Dental and Vision benefits

• Flexible, paid vacation policy

• Work in a flat organizational structure — direct access to Leadership