Principal, Key Accounts

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

📋 Description

• Take ownership of the complete success and growth of a portfolio consisting of Elation's largest and most strategic accounts, focusing on gross revenue retention, net revenue retention, and expansion ARR.

• Formulate and implement account plans that align with each customer's business objectives, organizational structure, and clinical priorities.

• Proactively recognize and address retention risks, escalating issues as necessary and setting clear external expectations.

• Establish and nurture trusted relationships with C-suite and senior decision-makers within your accounts, including CMOs, CEOs, COOs, and clinical leaders.

• Act as a strategic advisor and thought partner, assisting customers in understanding how Elation supports their long-term care delivery and business objectives.

• Lead executive business reviews that foster alignment, showcase value, and create opportunities for expansion.

• Identify, cultivate, and finalize upsell and cross-sell opportunities in collaboration with Sales.

• Convert customer challenges and workflows into persuasive business cases for increased Elation adoption.

• Bring a commercial perspective to every customer interaction, consistently seeking ways to strengthen the partnership and enhance the relationship.

• Represent the voice of your customers internally, advocating for their needs with Product, Engineering, and Operations, ensuring their feedback influences Elation's roadmap.

• Collaborate with Sales, Marketing, and Service teams to provide seamless and cohesive experiences throughout the customer lifecycle.

• Contribute to the creation of frameworks and playbooks that elevate Elation's engagement with enterprise customers.

• Manage your book of business metrics, including health scores, usage trends, risk indicators, and expansion pipeline.

• Regularly report on account status, risks, and opportunities to senior leadership with clarity and commercial insight.

• Maintain thorough account documentation to ensure continuity and institutional knowledge.

⛳️ Requirements

• 8+ years of experience in Customer Success, Strategic Account Management, or Consulting, with a minimum of 3 years managing enterprise or key accounts at a SaaS company.

• 3+ years of experience in healthcare, with a strong preference for familiarity with primary care organizations, physician group dynamics, or health system operations.

• A proven track record of retaining and expanding complex, multi-stakeholder accounts.

• Experience in selling or co-selling expansion; comfortable engaging in commercial discussions and closely collaborating with Sales.

• Possess executive presence and credibility: able to command a room with a CMO and CFO, and adept at building trust at the highest levels.

• Strong business acumen: able to connect customer outcomes to business value and use data to articulate that narrative.

• A proactive approach, demonstrating ownership and candor; takes initiative without waiting to be prompted and communicates clearly, even in challenging situations.

• A genuine interest in AI in healthcare; keeps abreast of industry developments, utilizes AI tools personally, and can engage in credible, nuanced discussions with clinical and operational leaders about the realities of AI.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work arrangements and a supportive work environment.

• Opportunities for professional development and career advancement.

• Access to advanced tools and technologies to enhance your work experience.