Principal, Key Accounts

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

📋 Description

• Take ownership of the overall 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.

• Create and implement account strategies that align with customer business objectives, organizational structures, and clinical priorities.

• Recognize and manage retention risks, collaborating cross-functionally and establishing clear expectations externally.

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

• Act as a strategic consultant on long-term care delivery and business objectives.

• Facilitate executive business reviews to enhance alignment, showcase value, and identify expansion opportunities.

• Discover, develop, and finalize upsell and cross-sell prospects in collaboration with Sales.

• Convert customer challenges and workflows into compelling business cases for broader Elation adoption.

• Champion customer needs with the Product, Engineering, and Operations teams.

• Collaborate with Sales, Marketing, and Service teams throughout the customer lifecycle.

• Contribute to the creation of enterprise customer engagement frameworks and playbooks.

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

• Report on account status, risks, and opportunities to senior leadership.

• Maintain comprehensive account documentation.

⛳️ Requirements

• A minimum of 8 years of experience in Customer Success, Strategic Account Management, or Consulting.

• At least 3 years of experience managing enterprise or key accounts within a SaaS organization.

• Preference for candidates with 3+ years of experience in the healthcare sector.

• Strong familiarity with primary care organizations, physician group dynamics, or health system operations is highly preferred.

• Proven track record of retaining and growing complex, multi-stakeholder accounts.

• Experience in selling or co-selling expansion opportunities.

• Comfort engaging in commercial discussions and collaborating closely with Sales.

• Executive presence and credibility with C-suite leaders, including CMOs and CFOs.

• Strong business acumen with the ability to link customer outcomes to business value using data.

• A proactive attitude, sense of ownership, and openness.

• Excellent communication skills, particularly in challenging situations.

• A genuine interest in AI in healthcare and the ability to discuss AI knowledgeably with clinical and operational leaders.

🏝️ Benefits

• Bonus opportunity available.

• Commitment to equal opportunity and fostering a diverse and inclusive workplace.