Customer Success Manager

Elation Health is focused on building a world-class experience that empowers physicians to deliver phenomenal care to patients. They are seeking an experienced senior-level Customer Success Manager to own and grow a portfolio of innovative healthcare delivery organizations.

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
• 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