Strategic Account Lead

The Role

The Strategic Accounts Lead is a senior, relationship-centered Customer Success leader responsible for the long-term success of Chorus’ most complex and strategically important customer partnerships. This role provides high-touch, senior-level ownership for enterprise accounts that require deep systems understanding, cross-functional coordination, and disciplined alignment across multiple workstreams. 

Success in this role depends on strong, trust-based relationships with customers. The Strategic Accounts Lead brings a deep understanding of each partner’s goals, constraints, and operating context — and uses that insight to ensure Chorus shows up as a clear, credible, and aligned partner over time.
This role complements Chorus’ broader Customer Success function by focusing on strategic complexity and coherence, rather than day-to-day support or task execution. It is not a sales role and does not own product strategy, but works closely with Sales, Product, Delivery, and Clinical Solutions to ensure strategic customers are supported in a thoughtful, realistic, and intentional way.

About You

You are a trusted partner to complex organizations — someone who builds credibility through listening, clarity, and follow-through. You understand that strong relationships are built not just through responsiveness, but through honest conversations, thoughtful prioritization, and a deep respect for your partners’ realities.

You’re comfortable operating in ambiguity and complexity. You can zoom out to see the full system while staying grounded in what’s feasible right now. You’re skilled at bringing people together across teams and roles, surfacing misalignment early, and helping everyone stay focused on shared goals — even when tradeoffs are required.
You bring calm, structure, and perspective to high-stakes situations. You’re motivated by impact and long-term partnership success, and you care deeply about helping public and behavioral health systems work better for the people they serve.

What You Will Be Doing

Strategic Account Ownership

• Design and deliver user training programs (live, virtual, and self-paced) tailored to diverse roles and skill levels.
• Serve as the primary Customer Success owner for a small number of high-complexity, enterprise customer accounts.
• Develop and maintain a holistic understanding of each account, including customer goals, stakeholder dynamics, active and planned initiatives, delivery progress, and known risks or constraints.
• Ensure Chorus is proactively managing strategic accounts — anticipating needs and risks rather than reacting to issues as they arise.

Customer-Facing Leadership

• Build and sustain trusted relationships with customer executives, program leaders, and operational stakeholders.
• Participate in customer meetings as a continuity and alignment presence, helping connect strategy to execution over time.
• Support customers in understanding Chorus’ priorities, constraints, and tradeoffs — reinforcing trust through transparency and realism.
• Help set clear expectations about what is feasible in the near term versus longer-term opportunities.

Strategic Alignment & Relationship Stewardship

• Serve as the primary strategic and relationship lead for assigned accounts, maintaining a strong understanding of customer goals, priorities, and evolving needs.
• Stay closely informed on delivery progress, risks, and milestones through regular partnership with Delivery Managers—using that insight to guide strategic conversations with customers.
• Translate customer context, priorities, and feedback into clear strategic input for internal teams, without owning day-to-day delivery coordination.
• Proactively identify when delivery challenges, scope changes, or shifting customer needs may impact trust, outcomes, or long-term partnership health, and escalate appropriately.
• Ensure customers experience Chorus as aligned, responsive, and accountable—reinforcing confidence through clear communication and expectation-setting.

Partnership with Growth & Expansion

• Develop and maintain a clear understanding of each strategic customer’s goals and priorities, and articulate how the Chorus partnership supports—or could support—the achievement of those objectives over time.
• Partner closely with Growth & Expansion leadership to prepare for strategic customer conversations.
• Support expansion discussions by grounding opportunities in delivery readiness, product capacity, and customer context.
• Help ensure follow-through on agreed expansion initiatives without carrying sales quota or ownership.

Risk Management & Scope Discipline

• Identify and manage risks related to scope creep, over-customization, misaligned expectations, or delivery capacity.
• Work with Customer Success, Growth, and Delivery teams to course-correct early and maintain partnership health.
• Help balance customer needs with organizational sustainability and long-term success.

Required Skills

• 8–12+ years of experience in Customer Success, enterprise SaaS, healthcare technology, or complex services environments.
• Direct experience managing complex enterprise or public-sector customer relationships.
• Proven ability to influence and coordinate without formal authority.
• Experience navigating ambiguity, setting boundaries, and managing expectations with senior stakeholders.
• Familiarity with EHR, CRM, or workflow products, preferably in behavioral health or human services.
• Strong communication and organizational skills, including comfort leading meetings and preparing presentations
• Familiarity with technology adoption in public service settings (e.g. counties, states, community-based providers)
• Track record of managing change and supporting system-level initiatives

Preferred Skills 

• Experience in healthcare, behavioral health, or other regulated service environments.
• Background supporting post-sale expansion or enterprise growth motions.
• Experience spanning multiple functions (e.g., Customer Success + Delivery, Operations + Growth).

Why You’ll Love Working with Us

• Mission-driven teammates dedicated to improving lives by tearing down tech barriers.
• Diverse, inclusive culture where every voice is valued.
• Full medical, dental, vision, and life-insurance benefits.
• 401(k) with company match.
• Stock-option eligibility.
• Unlimited PTO and generous paid parental leave.
• Performance-based bonuses and career-development stipends. 

Compensation Disclosure

The anticipated base salary range for this position is $125,000 - $140,000 in the Los Angeles market. Actual offers depend on skills, experience, and location, and may include additional components such as performance bonuses, stock options, and benefits. Chorus Innovations is proud to be an equal-opportunity employer committed to building a diverse team. We welcome applicants of every background and provide reasonable accommodations throughout the hiring process. If you need assistance, email [email protected].