Field Account Manager

About the role

As our customer base grows, so does the complexity of supporting employers, brokers, and members through the moments that matter most in their Thatch journey. The Field Account Manager (FAM) is a critical part of how we deliver on that promise — bringing high-quality, in-person support to customers and enabling proactive, ongoing education and enablement.

Rather than owning a named book of business, Field Account Managers operate within an account team model, partnering closely with Account Managers and Implementation Managers to enable customers and add value more widely. In practice, that might mean leading an onsite open enrollment meeting for a mid-market employer one week, hosting a webinar series the next, and helping prepare renewal materials and customer insights in between.

The role blends relationship building, customer education, operational execution, and cross-functional advocacy – and it's well-suited for someone who thrives in front of customers, moves comfortably between priorities, and wants to help shape how a high-growth company scales its customer experience.

What you'll do

• Serve as an extension of the Account Management and Implementation teams by delivering onsite support, employee education, and enrollment assistance for customers across a designated region.
• Lead employer-facing programs including open enrollment sessions, Thatch platform training, product webinars, office hours, and other engagement initiatives focused on renewals, product roadmap, and other relevant topics such as compliance and Thatch Marketplace.
• Partner with Account Managers to deepen customer relationships by gathering insights, identifying opportunities and risks, supporting business reviews, and helping execute strategic account plans.
• Coordinate and execute customer onsite events end-to-end, including travel logistics, stakeholder alignment, presentation delivery, and post-event follow-up.
• Act as a customer advocate by surfacing feedback, identifying recurring themes, and partnering cross-functionally with Product, Operations, and Support to drive improvements to the customer experience.

Background we're looking for

• 4+ years of experience in benefits consulting, customer success, support or a related customer-facing role; an active broker license and fluency in plan advising is a strong plus.
• Exceptional communication and presentation skills, with the ability to build trust and engage audiences ranging from frontline employees to HR leaders and executives.
• Strong organizational skills and attention to detail, with experience managing multiple priorities and customer engagements simultaneously.
• Demonstrated ability to navigate ambiguity, solve problems independently, and operate effectively in a fast-paced environment.
• Willingness to travel regularly within a designated region to support customer meetings, open enrollment events, and company initiatives.
• Comfort analyzing customer data, preparing reporting, and translating insights into actionable recommendations that improve customer outcomes.

Travel Expectations

• 50%+ travel during annual open enrollment season (Q4)