Sr. Account Management Associate

About the role

You will own the full onboarding journey and ongoing success for a portfolio of employers with fewer than 3,000 employees, acting as their primary advocate within the Rula ecosystem. In this capacity, you will guide employers through a rapid launch, ensuring they confidently navigate the Employer Portal and activate the tools that drive engagement. You will build trusted, long-term relationships while partnering with cross-functional teams to design customized communications and support employer-led campaigns. Your work will directly increase awareness and utilization of the Rula benefit by identifying opportunities and translating them into action. You will solve complex problems at scale and create exceptional customer experiences that reinforce our belief that mental health is integral to overall well-being. If you are energized by building relationships and driving positive change in mental healthcare, this role is a direct expression of that mission.

Key facts

What you'll do

Conduct in-depth discovery sessions with new employers to understand their unique needs, goals, and organizational culture.

Own the end-to-end onboarding process, guiding employers step-by-step through configuration, integration points, and activation milestones.

Serve as the central point of contact for a defined portfolio of employers, managing all communications and ensuring a seamless experience from launch to long-term engagement.

Partner closely with Broker Partnerships to align on employer needs, clarify value propositions, and support coordinated outreach efforts.

Collaborate with the Marketing team to develop and deploy tailored communications, email campaigns, and resource kits that resonate with employer audiences.

Work with Product and Operations teams to gather feedback, translate user needs into actionable insights, and help refine the employer portal experience.

Answer detailed questions from employers about Rula benefits, eligibility, and usage, providing clear, professional, and confident guidance.

Identify and escalate operational bottlenecks or friction points, proposing solutions that improve efficiency and strengthen the employer journey.

Track key engagement metrics for your portfolio, monitor utilization trends, and recommend targeted strategies to deepen benefit adoption.

Coordinate internal cross-functional reviews to ensure alignment on timelines, expectations, and support requirements for each employer.

Maintain accurate and up-to-date records within internal systems, ensuring data integrity and enabling proactive relationship management.

Develop educational content and toolkits that help employers promote the Rula benefit effectively to their workforce.

Support crisis or urgent requests with timely, empathetic, and solution-oriented responses to preserve trust and satisfaction.

Act as a strategic advisor to employers, highlighting opportunities to integrate Rula into broader wellness and retention initiatives.

Champion the voice of the customer across the organization, feeding insights back to Product, Marketing, and Operations to drive continuous improvement.

Requirements

You must have 3 or more years of experience in customer success, account management, implementation, onboarding, client services, or another customer-facing role.

You must have experience working within a B2B organization, with a preference for backgrounds in employee benefits, healthcare, insurance, HR technology, or SaaS.

You must have experience partnering with employee benefits brokers, consultants, or other channel partners to support employer clients and drive successful customer outcomes.

You must have experience managing a portfolio of customer relationships and serving as a trusted point of contact throughout the full customer lifecycle.

You must possess excellent written and verbal communication skills, with the ability to communicate professionally and confidently with external business partners.

You must be based in the United States and currently reside in a state where Rula is actively hiring, noting that Hawaii is not an available location for this role.

You must be comfortable working fully remotely while maintaining strong collaboration with distributed teams.

You must be able to manage multiple priorities in a fast-paced environment while upholding high standards of professionalism.

You must be committed to upholding Rula's values around empathy, integrity, and a relentless focus on mental health advocacy.

You must be willing to adhere to all company policies and procedures as they relate to remote work, confidentiality, and data security.

You must be able to demonstrate a track record of building and sustaining long-term relationships with external stakeholders.

You must have the legal right to work in the United States and comply with all employment eligibility requirements.

You must be available to work during standard business hours, with flexibility to accommodate occasional after-hours coordination as needed for employer support.

Nice to have

If you have 1 or more years of experience in a high-growth startup or rapidly scaling organization, this is valued and may strengthen your application.

If you have experience with a CRM such as Salesforce, including managing a sales pipeline and forecasting, this is viewed as a preferred skill.

If you have experience managing a high-volume portfolio of customers while consistently meeting service level expectations, it is appreciated.

If you have a history of identifying operational improvements and helping to scale customer success or onboarding processes, it is considered a beneficial trait.

Practical notes

This role operates in a fully remote environment with a U.S.-based schedule aligned with standard business hours. Occasional after-hours availability may be required to support employer needs. No in-person attendance, travel, visa, or application deadlines are specified or required for this position.