Account Management Lead

ABOUT CLASP We are a team of builders on a mission to transform the health insurance industry by modernizing and automating the entire benefits experience. Founded in 2023, we are backed by Base10 Partners, Terrain, Conversion Capital, and SemperVirens, investors behind companies like Ramp, Rippling, and Blend from the seed stage. Employers spend over a trillion dollars on benefits every year, yet more than 85% of employees find their benefits confusing. Outdated systems and manual processes create errors, delays, and frustration. We are building an ecosystem where everyone wins: brokers shed busy work and elevate their advisory role, employers get a tailored and efficient benefits experience, employees finally understand their coverage, and HR and payroll platforms expand their offerings with our embeddable solutions. THE ROLE As our first dedicated Account Management Lead, you will own Clasp’s most important client relationships and build the foundation for how we manage accounts at scale. We need someone senior enough to own these relationships, and capable enough to eventually build and lead the function. Upon starting, you’ll embark on a crash course through our core implementations and product surface area, shadow the current primary account managers for our largest clients, and then become the primary relationship owner for those clients within 90 days. As we scale, you hire and mentor the AM team and help scale the Account Management function at Clasp. WHAT YOU WILL DO - Own our key client relationships. Serve as the primary point of contact for key clients, including our largest accounts: driving client strategy, weekly syncs, QBRs / contract renewals, and high-touch coordination across internal cross functional teams to support - Operate at the executive level. Own the room with client leadership and carry that same trust down through every level of their org, from HR admins to support reps, so you're the person clients call when something matters - Build the AM function from the ground up. Define how account management works at Clasp: the playbook, the templates, the escalation frameworks, the QBR and reporting cadence, and the account health metrics that turn AM from individual heroics into a repeatable function the next hire steps into - Turn client signal into product insight. Spot recurring patterns in feedback and operational friction, and bring RnD / Ops the problem, the impact, and your recommendation - Build the team. As we scale, hire and mentor junior AMs, define the team structure, and evolve from player-coach to Head of Account Management WHO YOU ARE - 5 to 8+ years in account management, client success, or strategic partnerships at a B2B SaaS, fintech, insurtech, or benefits/HR technology company; you have managed complex, high-touch accounts, not just a book of SMBs - The most senior AM in the room. Formally a manager or not, you are the person others look to when an account is on fire; you have de-escalated tense situations and kept trust through difficult periods - Operationally deep. You understand the product, the workflows, and the technical details well enough to diagnose issues and drive solutions without waiting for a translator - A builder. We do not have an AM playbook yet; you will be writing it, and you thrive in environments where you build the processes rather than follow them - An exceptional communicator across registers. Credible and clear with partner executives, support reps, internal engineers, and carrier vendor contacts alike - Organized under load. You track multiple accounts, dozens of open threads, and competing deadlines without letting things fall through NICE TO HAVE - Experience with benefits administration or payroll/HRIS platforms - A startup chapter where you defined your own role and built processes from zero - Comfort with data: pulling reports, spotting trends, and using numbers to tell the story of account health COMPENSATION & BENEFITS - Base compensation ranges fr…