Enterprise Customer Success Manager

Customer Success Manager

Since inception, Elation has been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients. Our team is committed to enhancing physician and patient quality of life through our SaaS cloud-based clinical platform.

As we continue to scale, we are growing our Customer Success organization to meet the needs of our most strategic customers. We are seeking an experienced, senior-level Customer Success Manager to own and grow a portfolio of innovative healthcare delivery organizations.

What You'll Do

Strategic Account Ownership: Serve as the trusted strategic advisor and primary point of contact for a portfolio of mid-market and enterprise healthcare customers. Build deep executive relationships, understand each organization's clinical and operational goals, and position Elation as a long-term platform partner.

Strategic Account Planning: Develop and execute comprehensive, multi-stakeholder account plans aligned to each customer's business objectives. Drive measurable platform adoption, value realization, and long-term partnership growth.

Executive Engagement & Value Delivery: Lead high-impact Executive Business Reviews (EBRs) with senior clinical and operational leadership. Deliver data-driven ROI narratives and strategic roadmaps that reinforce Elation's value and deepen executive sponsorship.

Renewal Management: Own the full renewal lifecycle — from strategic planning and executive alignment to contract negotiation and timely close. Maintain a strong, predictable renewal rate across your book of business.

Strategic Expansion & Whitespace Management: Act as the primary commercial lead for your portfolio, directly driving and executing the end-to-end sales cycle for all cross-sell and upsell transactions. You will proactively pursue and close whitespace opportunities by translating usage data, clinical workflows, and organizational growth signals into prioritized expansion strategies that result in realized revenue and increased account penetration.

Proactive Risk Mitigation: Monitor customer health signals and leverage AI-driven insights to identify at-risk accounts early. Develop and execute tailored mitigation plans to address risk and protect long-term retention.

Product Adoption & Utilization: Drive deep feature adoption across your portfolio through targeted campaigns and high-impact interventions. Partner with product and clinical teams to ensure customers are maximizing the full value of the Elation platform.

Cross-Functional Collaboration: Partner closely with Implementation, Professional Services, Sales, and Technical Support to deliver a seamless, world-class customer journey from onboarding through renewal and beyond.

Consultative Selling: Act as a consultative partner — identifying evolving customer needs and effectively presenting the value of Elation Health's expanding suite of products and services.

What You Bring

Experience

• 5+ years in Customer Success, Account Management, or a customer-facing growth role, with at least 2+ years focused on mid-market and enterprise accounts in healthcare SaaS, EHR, or RCM platforms
• Demonstrated success managing complex, multi-stakeholder accounts and navigating large healthcare organizations
• Prior experience owning expansion revenue, renewals, and upsell/cross-sell motions within an existing book of business
• Familiarity with ambulatory, specialty, multi-site group practices, or enterprise health systems

Skills & Competencies

• Executive presence and the ability to influence and build trust with C-suite and VP-level stakeholders
• Strong full-cycle, consultative selling instincts — comfortable identifying needs, building business cases, and presenting solutions
• Proficiency in data storytelling: translating platform usage, outcomes data, and ROI metrics into compelling customer narratives
• Skilled in clinical use case framing to connect platform capabilities to physician and operational workflows
• Experience with lifecycle automation tools, CRM platforms (e.g., Salesforce), and customer health monitoring solutions

Mindset

• Strategic thinker who balances long-term relationship building with near-term revenue accountability
• Proactive, organized, and comfortable managing a complex book of business with competing priorities
• Collaborative and cross-functional by nature — you thrive working with sales, product, and services teams

How We Measure Success

• Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
• Expansion and upsell pipeline and close rate
• Renewal rate and on-time renewal %
• Platform adoption and utilization metrics across portfolio
• Executive engagement and EBR completion rate
• Proactive outreach and health score improvement across at-risk accounts

Salary: $105,000 - 120,000/yr USD w/ variable comp

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation's mission of helping independent primary care thrive.