Enterprise Customer Success Manager

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

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.