Job Specifications
Account Manager
Location: US-based
Reporting to: VP Customer Success or Head of Account Management (TBD)
Close partnership with: Implementation & Customer Success Managers
About LIO
LIO is the operating platform for inpatient mental health – combining digital rounding, ambient monitoring and compliance reporting in one purpose-built solution. Designed to support busy frontline teams and hospital leaders alike, LIO empowers safe, high-quality and efficient care, while ensuring regulatory standards are met – day in, day out, even in the most complex environments. LIO has supported over 100 million hours of care and delivers proven clinical, operational and financial benefits.
Originating from the University of Oxford and headquartered in the UK, LIO is a multi-award winning company and one of the fastest-growing technology companies in the UK and EMEA. Following FDA clearance and early success with US customers, LIO is scaling its US presence as part of its next phase of growth.
The Opportunity
As our US footprint grows, we are hiring our first US-based Account Manager to become the key relationship partner for our US customers. This is a high-trust, high-impact role for someone who loves working closely with healthcare leaders, enjoys navigating complex environments and takes pride in helping customers succeed over the long term. You will own the commercial health of US accounts: supporting successful go-lives, leading renewals and driving thoughtful expansion as customers scale their use of LIO.
This is a predominantly strategic role, designed to partner closely with Implementation Project Managers and Customer Success Managers (CSMs), who act as the day-to-day customer owners. While CSMs focus on adoption, outcomes and operational success, the Account Manager focuses on positioning LIO as a strategic partner at the executive level to support commercial growth.
Key Responsibilities
Strategic Account Ownership:
Serve as the senior commercial partner to US customers, working alongside the CSM who owns adoption and day-to-day engagement.
Build trusted relationships with clinical, operational, and executive leaders, positioning LIO as a long-term strategic partner.
Align LIO’s value to customer priorities including safety, quality, workforce efficiency and financial performance.
Implementation & Early Value Creation
Partner with IPMs at key milestones during implementation and go-live, maintaining senior-level relationships throughout.
Act as an executive sponsor during early adoption, ensuring customers see early value and are set up for long-term success.
Commercial Growth & Renewals
Own renewals, expansions, and upsell across a growing portfolio of US accounts.
Lead commercial discussions with senior stakeholders, collaborating with Sales colleagues where needed on complex procurement or contracting processes.
Identify expansion opportunities informed by usage, outcomes and customer satisfaction (this is not transactional selling).
Cross-Functional Collaboration:
Partner closely with CSMs to identify expansion opportunities informed by adoption, usage and satisfaction metrics.
Collaborate with Product to feed structured customer insights into roadmap and positioning.
Work with Sales to support renewal and procurement processes.
Contribute to the development of repeatable account strategies, playbooks and best practices as the US business scales.
What This Role Is (and Isn’t)
This role is:
Strategically commercial and revenue-accountable.
Relationship-driven and consultative.
Focused on renewals, expansion and long-term value creation.
A chance to help shape how account management works in the US.
This role is not:
Day-to-day customer support.
Implementation or project management.
Customer Success ownership (handled by dedicated CSMs).
Qualifications & Experience
~5–8 years of experience in enterprise account management or similar customer-facing commercial roles.
Proven experience owning renewals and driving expansion in B2B environments.
Background in SaaS, digital health or healthcare technology strongly preferred.
Comfortable engaging with senior clinical, operational, and executive stakeholders.
Experience working in regulated or compliance-driven environments.
Exposure to mental health, behavioral health or hospital systems is a strong plus.
Personal Attributes
Mission-aligned and motivated by improving mental health care.
Commercially minded but deeply consultative.
Credible, thoughtful, and patient - able to navigate complex stakeholder environments.
Strong collaborator who enjoys working across Implementation, Customer Success, Sales and Product.
Comfortable with ambiguity and excited by the opportunity to help build something new.
About the Company
At LIO, we craft smart solutions to the biggest challenges in mental health care, because we’re passionate about making mental health care safe, supportive and empowering for everyone. Want to find out more? Reach out any time, we’d love to chat.
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