Enterprise Customer Success Manager

Elation Health is a healthcare technology company focused on providing a SaaS cloud-based clinical platform that helps physicians deliver high-quality patient care. The Enterprise Customer Success Manager will own and grow a portfolio of mid-market and enterprise healthcare customers, driving adoption, value realization, renewals, expansion revenue, and executive engagement. The role also involves proactive risk mitigation and close collaboration with cross-functional teams throughout the customer lifecycle.

Responsibilities:

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• Partner closely with Implementation, Professional Services, Sales, and Technical Support to deliver a seamless, world-class customer journey from onboarding through renewal and beyond
• Act as a consultative partner — identifying evolving customer needs and effectively presenting the value of Elation Health's expanding suite of products and services

Requirements:

• 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
• 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
• 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