Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the trusted strategic advisor and primary liaison for a portfolio of mid-market and enterprise healthcare clients.

• Cultivate executive relationships and establish Elation as a long-term platform partner.

• Create and implement multi-stakeholder account strategies that align with customer business goals.

• Promote platform adoption, enhance value realization, and foster partnership growth.

• Lead Executive Business Reviews, presenting data-driven ROI narratives and strategic plans.

• Manage the complete renewal lifecycle, including strategic planning, executive alignment, contract negotiations, and closing.

• Drive and manage the entire sales process for cross-sell and upsell opportunities.

• Identify and secure whitespace opportunities through the analysis of usage data, clinical workflows, and indicators of organizational growth.

• Track customer health signals and formulate mitigation strategies for accounts at risk.

• Encourage feature adoption through targeted campaigns and strategic interventions.

• Collaborate with product and clinical teams to optimize platform value.

• Work in partnership with Implementation, Professional Services, Sales, and Technical Support throughout the customer journey.

• Recognize evolving customer requirements and articulate the value of Elation Health products and services.

• Meet success metrics including retention, expansion, renewals, adoption, executive engagement, and risk management.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, or a customer-facing growth position.

• A minimum of 2 years dedicated to mid-market and enterprise accounts in healthcare SaaS, EHR, or RCM platforms.

• Proven track record of managing complex, multi-stakeholder accounts and navigating large healthcare organizations.

• Experience in driving expansion revenue, renewals, and upsell/cross-sell efforts within an existing portfolio.

• Knowledge of ambulatory, specialty, multi-site group practices, or enterprise health systems.

• Executive presence with the capability to influence and build trust with C-suite and VP-level stakeholders.

• Strong consultative selling skills throughout the full sales cycle.

• Proficient in data storytelling using platform usage, outcomes data, and ROI metrics.

• Ability to frame clinical use cases that link platform functionalities to physician and operational workflows.

• Experience with lifecycle automation tools, CRM platforms such as Salesforce, and customer health monitoring solutions.

• Skill in balancing long-term relationship development with immediate revenue responsibilities.

• A proactive and organized approach to managing a complex portfolio of business with competing priorities.

• Collaborative mindset for working alongside sales, product, and services teams.

🏝️ Benefits

• Comprehensive benefits package including health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.

• A dynamic and inclusive company culture.