Elation Health

Customer Success Manager, Small Group

Elation Health • $80K — $105K *
US-AnywhereRemote in United States
Healthcare
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 2+ years in customer service or growth roles specifically in healthcare SaaS or RCM platforms.
  • Interest in healthcare SaaS, digital health, or operations within the healthcare sector.
  • Demonstrated passion for supporting others in achieving success.

Responsibilities

  • Execute and refine engagement and product adoption campaigns for small group accounts using digital tools.
  • Monitor customer health and use AI insights to identify at-risk accounts and growth opportunities.
  • Act as a main contact for customer inquiries, resolving basic issues and directing complex ones to other teams.
  • Manage upselling and cross-selling opportunities, promoting new features through targeted outreach.
  • Oversee contract renewals for client accounts, focusing on client value to ensure high retention.
  • Utilize CRM and AI tools effectively to manage and optimize the customer lifecycle.
  • Track key performance metrics to assess the success of campaigns and customer engagement strategies.

Benefits

  • Engagement with a growing healthcare-focused team.
  • Opportunity to work with AI-driven tools.
  • Focus on impactful customer engagement strategies.
  • Exposure to healthcare workflows and innovations.
Full Job Description
Purpose: To engage, retain, and grow small to mid-tier healthcare practices using AI-driven, low-touch engagement strategies.

Responsibilities:
  • Scaled Engagement & Product Adoption: Execute and optimize growth, retention, and feature-adoption campaigns for small group accounts using multi-channel digital tools and personalized outreach.
  • Proactive Risk & Opportunity Management: Monitor customer health dashboards and leverage AI-generated insights to proactively flag and act on accounts that are at risk or primed for growth.
  • Inquiry Management: Serve as the primary point of contact for customer inquiries, providing a timely response to basic questions and efficiently redirecting more complex issues to the appropriate team.
  • Growth Pipeline Management: Identify upsell and cross-sell opportunities for your portfolio, managing a scaled pipeline of potential deals and promoting new features through digital nudges and targeted messaging.
  • Renewal Management: Own the contract renewal process for your book of business, ensuring a high retention rate by demonstrating ongoing value.
  • Technology & Tool Proficiency: Master and actively use CRM tools, campaign platforms, and AI platforms to manage the customer lifecycle and drive team efficiency.
  • Data-Driven Insights: Maintain an understanding of key metrics (Retention %, Expansion %, Adoption %) to measure the effectiveness of campaigns and customer interventions.

Ideal Background:
  • 2+ years of experience, in CS or customer-facing growth roles in healthcare SaaS or RCM platforms.
  • Interest in healthcare SaaS, digital health, or health operations.
  • Passionate about helping others to achieve their goals.

Sales & Healthcare Readiness:
  • Exposure to healthcare workflows or patient/provider engagement is a plus.
  • Comfortable promoting new features, upgrades, or adoption messages via campaigns or digital nudges.
  • Comfortable with selling, renewals, and identifying whitespace.

Skills:
  • Strong communication (written + verbal).
  • Adaptability, coachability, and customer empathy.
  • Experience or interest in CRM tools (e.g., Salesforce, HubSpot), campaign platforms, or digital tools.
  • Willingness to learn AI platforms for lifecycle engagement.

Salary: $80,000 - $105,000k/yr USD + variable comp

About Elation Health

Elation Health is a healthcare technology company dedicated to improving the physician-patient relationship. The company provides a cloud-based electronic health record (EHR) platform for doctors and patients. The platform is designed to help physicians provide better care to their patients by streamlining workflows, reducing administrative tasks, and improving communication. Elation Health's platform is used by thousands of physicians across the United States. The company was founded in 2010 and is headquartered in San Francisco, California.
Learn more about Elation Health
Size
200 employees
Industry
Healthcare
Founded
2008
* Ladders Estimates

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