Senior Manager, Account Management

About the Role

McKesson is seeking a strategic and customer-focused Senior Manager, Account Management to lead the MAPS Account Management function. This leader will be responsible for driving customer retention, executive relationship management, customer health, and value realization across a portfolio of customers.

In this role, you will develop and scale a proactive account management strategy that strengthens customer partnerships, increases customer satisfaction, identifies growth opportunities, and ensures customers realize measurable business value from MAPS solutions. You will collaborate closely with Customer Support, Product Management, Engineering, Operations, and Sales teams to advocate for customers and drive long-term success.

What You'll Do

• Lead and execute the account management strategy across the MAPS customer portfolio.
• Establish scalable standards for customer engagement, account planning, customer governance, and executive relationship management.
• Build and maintain strong partnerships with customer stakeholders and executive sponsors.
• Develop customer health frameworks and monitor key indicators including adoption, satisfaction, operational performance, and customer sentiment.
• Lead Quarterly Business Reviews (QBRs), executive business reviews, and customer success meetings.
• Identify customer risks, develop mitigation strategies, and drive timely resolution of customer concerns.
• Partner with Product, Engineering, Operations, Customer Support, Sales, and Finance teams to address customer challenges and improve the customer experience.
• Drive customer retention initiatives and ensure customers achieve expected business outcomes and value realization goals.
• Translate customer feedback into actionable recommendations that influence product, operational, and service improvements.
• Lead, coach, and develop a team of Account Managers while fostering accountability, customer advocacy, and operational excellence.
• Establish performance metrics, reporting, and operational rhythms to improve customer engagement and portfolio health.

Basic Requirements

• Degree or equivalent experience and typically 12+ years of professional experience with 4+ years of management experience.
• Experience leading Account Management, Customer Success, Customer Relationship Management, or Client Services teams.
• Experience managing customer portfolios and building relationships with executive-level stakeholders.
• Experience leading customer retention, account planning, customer governance, and business review processes.
• Experience developing and managing customer health metrics, risk management processes, and customer engagement strategies.
• Experience leading cross-functional initiatives involving Product, Operations, Customer Support, Engineering, or Sales teams.
• Demonstrated people leadership experience including coaching, development, and performance management.

Preferred Skills/Experience

• Experience within healthcare technology, pharmacy technology, SaaS, or enterprise software environments.
• Experience managing large enterprise or strategic customer accounts.
• Experience with customer success platforms, CRM systems, or account management tools.
• Knowledge of customer lifecycle management, renewals, and expansion planning.
• Experience analyzing customer data and building executive-level reporting and business reviews.
• Strong executive presentation, negotiation, and stakeholder management skills.
• Experience leading organizational transformation or customer experience improvement initiatives.

Travel & Work Environment

• Ability to travel up to 25% as needed to support customer meetings and business needs.
• Position may be remote, hybrid, or office-based depending on business requirements.
• Must be able to work at a computer and participate in virtual meetings for extended periods.