Customer Success Manager, Small Group

Elation Health is a company focused on enhancing the healthcare experience, and they are seeking a Customer Success Manager to engage, retain, and grow small to mid-tier healthcare practices. The role involves executing growth strategies, managing customer relationships, and leveraging AI insights to improve customer engagement and retention.

Responsibilities:

• Scaled Engagement & Product Adoption Model: Execute and optimize growth, retention, and feature-adoption campaigns for small group accounts using multi-channel digital tools and personalized outreach
• Proactive Risk & Opportunity Management: Monitor customer health dashboards and leverage AI-generated insights to proactively flag and act on accounts that are at risk or primed for growth
• Inquiry Management: Serve as the primary point of contact for customer inquiries, providing a timely response to basic questions and efficiently redirecting more complex issues to the appropriate team
• Growth Pipeline Management: Identify and execute upsell and cross-sell opportunities for your portfolio, managing a scaled pipeline of potential deals and promoting new features through digital nudges and targeted messaging
• Renewal Management: Own the contract renewal process for your book of business, ensuring a high retention rate by demonstrating ongoing value
• Technology & Tool Proficiency: Master and actively use CRM tools, campaign platforms, and AI platforms to manage the customer lifecycle and drive team efficiency
• Data-Driven Insights: Maintain an understanding of key metrics (Retention %, Expansion %, Adoption %) to measure the effectiveness of campaigns and customer interventions
• Book of Business: 300 - 500 customers, $4M - $6M ARR

Requirements:

• 2+ years of experience, in CS or customer-facing sales roles in healthcare SaaS or RCM platforms
• Interest in healthcare SaaS, digital health, or health operations
• Passionate about helping others to achieve their goals
• Strong communication (written + verbal)
• Adaptability, coachability, and customer empathy
• Experience or interest in CRM tools (e.g., Salesforce, HubSpot), campaign platforms, or digital tools
• Willingness to learn AI platforms for lifecycle engagement
• Comfortable promoting new features, upgrades, or adoption messages via campaigns or digital nudges
• Exposure to healthcare workflows or patient/provider engagement is a plus, as well as EHR experience