Principal, Account Management

As a Principal, Account Management you are accountable for the overall customer health, growth, and value delivered to League’s customers, with a focus on our Canadian customers. Your core responsibilities include managing key customer relationships where you will partner closely with their digital leaders to understand core business needs and advise on how League’s platform will help them achieve success through modern and differentiated digital & AI experiences. You will work cross-functionally at League to deliver on those needs through upsells and customer management that drives commercial success and positive business outcomes. You will report to an AVP of Account Management and lead key customer relationships for League. 

To be successful in this role, it will be vital to have strong client management and communication skills, strategic thinking skills to manage complex customer scenarios, and commercial acumen to identify and drive forward on growth opportunities and renewals within our customer relationships.

• Act as the primary business lead and strategic relationship owner from League for designated platform customers
• Drive strong customer health and account growth through upsells and cross-sells
• Lead account strategy and planning for platform customers
• Drive the definition of high-level business requirements for the product solution in collaboration with a cross-functional team at League.
• Measure and ensure customers achieve desired business outcomes and realize value through the solutions that League is delivering to them. 
• Act as the voice of customer to internal teams 
• Partner day-to-day with program management to drive customer health, including through assessing progress, driving key deliverables, supporting on-track and successful launches of new solutions and enhancements, and support the escalation and navigation of customer issues 
• Support future roadmap ideation from the business and solution standpoint, in collaboration with the League product & engineering team.
• Lead other key strategic initiatives for League to drive overall growth
• Security-related responsibilities: 
  • Compliance with Information Security Policies
  • Compliance with League’s secure coding practice
  • Responsibility and accountability for executing League's policies and procedures
  • Notification of HR, Legal, Compliance & Security of any incidents, breaches or policy violation

• 8-10 years work experience, ideally in a digital health company, tech company serving healthcare organizations, healthcare management consulting or equivalent industry experience
• Experience developing and implementing the strategy, operations and user-facing solutions for digital health applications, ideally with major payors, health providers, or pharmacy retailers
• Experience negotiating service & software upsells, or handling client renewals
• Experience working with external clients from major Fortune 500 companies
• Experience working on large and complex programs, coordinating and managing cross-functional workstreams to deliver new digital solutions, and in particular working closely with Product Management and Engineering teams
• Experience navigating and resolving complex customer challenges
• Startup and/or growth stage technology experience preferred (but not required)
• Digital transformation, consumer omni-channel experience, patient engagement experience, product strategy experience a bonus

• Use AI tools as part of your daily workflow to enhance productivity, problem-solving, and decision-making (e.g., drafting, analysis, coding, research, or process automation)
• Apply judgment and accountability when using AI by reviewing outputs for accuracy, bias, and quality before use
• Continuously learn and adapt as new AI tools and capabilities emerge, incorporating them into your ways of working
• Identify opportunities to improve how work gets done from personal productivity to team-level workflows by leveraging AI effectively
• Operate with strong data responsibility and security awareness, especially when working with sensitive or regulated information

• Individual Contributors: Use AI to improve personal productivity and quality of output
• Senior ICs / Managers: Integrate AI into team workflows and improve processes
• Leaders: Drive AI adoption at the organizational level and shape how work is done across teams

• Demonstrated experience using AI tools in a practical, responsible way
• Curiosity and openness to experimenting with new technologies
• Ability to balance efficiency with quality and sound judgment

We have a mix of office-centric roles based in our vibrant Toronto office, and remote-eligible roles based anywhere in Canada or US. Each job posting will indicate where the role will be based. Regardless of the role’s posted location, all Toronto-area Leaguers (living within 65 km of our downtown HQ) collaborate in-office Monday through Thursday. Depending on your distance to the office, you’ll enjoy 10 or 20 Flexible Remote Days each quarter for focus and deep-work time. We are committed to fostering a meaningful work environment and connections for all Leaguers regardless of location.