As Principal, Key Accounts, you'll own the relationships and commercial outcomes for Elation's most complex, highest-value customers. This is a senior, highly visible role for someone who thinks like a partner, acts like an owner, and knows how to turn trusted relationships into long-term growth. You'll sit at the intersection of customer success, strategic advisory, and commercial expansion, working closely with Sales, Product, Services, and Executive leadership to make Elation indispensable to the organizations we serve.
What You'll OwnStrategic Account Leadership- Own the end-to-end success and growth of a portfolio of Elation's largest, most strategic accounts, including gross revenue retention, net revenue retention, and expansion ARR
- Develop and execute account plans that reflect each customer's business goals, organizational dynamics, and clinical priorities
- Proactively identify and manage retention risks, escalating cross-functionally and setting clear expectations externally
Executive Relationship Management- Build and maintain trusted relationships with C-suite and senior decision-makers across your accounts, including CMOs, CEOs, COOs, and clinical leaders
- Serve as a strategic advisor and thought partner, helping customers think through how Elation supports their long-term care delivery and business goals
- Lead executive business reviews that drive alignment, demonstrate value, and open doors to expansion
Commercial Growth- Identify, develop, and close upsell and cross-sell opportunities in partnership with Sales
- Translate customer challenges and workflows into compelling business cases for expanded Elation adoption
- Bring a commercial mindset to every customer interaction, always thinking about how to deepen the partnership and grow the relationship
Cross-functional Influence- Act as the voice of your customers internally, advocating for their needs with Product, Engineering, and Operations, and ensuring feedback shapes Elation's roadmap
- Partner with Sales, Marketing, and Service teams to ensure seamless, cohesive experiences across the customer lifecycle
- Contribute to the development of frameworks and playbooks that raise the bar for how Elation engages with enterprise customers
Insight & Accountability- Own your book of business metrics: health scores, usage trends, risk signals, and expansion pipeline
- Regularly communicate account status, risks, and opportunities to senior leadership with clarity and commercial context
- Maintain rigorous account documentation to ensure continuity and institutional knowledge
What You Bring- 8+ years in Customer Success, Strategic Account Management, or Consulting, with at least 3 years managing enterprise or key accounts at a SaaS company
- 3+ years of experience in healthcare, deep familiarity with primary care organizations, physician group dynamics, or health system operations strongly preferred
- A demonstrable track record of retaining and growing complex, multi-stakeholder accounts
- Experience selling or co-selling expansion, you're comfortable in commercial conversations and partnering closely with Sales
- Executive presence and credibility: you can hold a room with a CMO and a CFO, and you know how to build trust at the top
- Strong business acumen, you connect customer outcomes to business value, and you use data to tell that story
- A bias toward action, ownership, and candor, you don't wait to be asked, and you communicate clearly even when it's hard
- Genuine curiosity about AI in healthcare. You follow where the space is going, you use AI tools yourself, and you can have a credible, nuanced conversation with clinical and operational leaders about what's real
Salary range: $155,000-185,000 + bonus
