Job Description
At Elation, our team is committed to enhancing physician and patient quality of life. We are a SaaS cloud-based clinical platform on a mission to enable every patient to receive the highest quality of care. Since inception, we’ve been focused on building a delightful, world‑class customer experience that empowers physicians to focus on delivering phenomenal care to patients.
Elation Health is the most trusted EHR platform for independent primary care — and we’re growing fast. We’re at a moment where AI is reshaping how clinicians work and how enterprise buyers decide. To meet that moment, we’re hiring an Enterprise Account Management Leader to drive growth and deepen partnerships with our most strategic customers.
This is a true player-coach role. You’ll lead and develop a team of Enterprise Account Managers while personally carrying a book of marquee accounts. You’ll own net revenue retention and expansion across the portfolio, bring structure and commercial discipline to how we engage enterprise customers, and build the playbooks that scale with us.
If you’re a commercially sharp, relationship-first leader who thrives in complex healthcare SaaS environments, and if you’ve built your career delivering high-stakes engagements and want to own the full arc of a customer relationship, this is the natural next move.
What You’ll Own
Revenue & Commercial Outcomes
- Own NDR (net revenue retention) and GRR (gross revenue retention) targets across the enterprise portfolio; this is a revenue-accountable role, not a support function
- Build and execute expansion strategies — cross-sell of Elation’s billing, payments, and AI solutions, upsell into multi-site and enterprise tiers, and new product adoption across the portfolio
- Lead commercial negotiations on renewals and expansions, partnering with Sales where needed
- Maintain a healthy, accurate expansion pipeline in Salesforce; forecast with rigor and conviction
Team Leadership & Development
- Lead, coach, and develop a team of Enterprise Account Managers — setting the standard for commercial rigor, executive engagement, and proactive account strategy
- Define and hold team OKRs, KPIs, and performance expectations; conduct structured 1:1s, pipeline reviews, and skills coaching that actually moves the needle
- Build scalable playbooks for account planning, executive business reviews (EBRs), renewal management, expansion motions, and escalation handling
- Create an AI-powered operating system and build measurement frameworks to track their impact
- Create clear career paths and development frameworks that retain and grow top talent
- Partner with Sales, Product, Marketing, and Executive leadership to align priorities, surface customer insights, and ensure your team has what it needs to win
Strategic Account Management Ownership
Personally manage a curated portfolio of 1-2 strategic enterprise accounts
Understand our Customers’ businesses deeply by building and sustaining multi-threaded relationships across clinical leadership, operations, IT, and C-suite – you lead with business outcomes, not product features
Drive account strategy, stakeholder mapping, renewal confidence, and expansion pipeline across the book
Model the behaviors — commercial, relational, operational — that you want your team to replicate
Serve as the voice of the enterprise customer internally — synthesizing themes across accounts to influence product roadmap, packaging, and go-to-market decisions
Develop and manage formal account governance structures — steering committees, joint success plans, escalation protocols — that mirror enterprise consulting engagement models
Bring structured discovery and diagnostic frameworks into the renewal and expansion cycle to surface latent needs before customers articulate them
Operations, Systems & Reporting
- Maintain CRM hygiene and forecast accuracy; set the standard for documentation, stakeholder mapping, and pipeline management across the team
- Build and deliver regular reporting for internal leadership: health scores, renewal risk, expansion pipeline, team performance, and cohort trends
- Refine account health dashboards and early warning indicators; use data to get ahead of risk, not just react to it – you know the difference between meaningful signal and noise
What You Bring
Experience
- 8+ years in enterprise account management or customer success in a SaaS environment, with a strong commercial track record.
- 3+ years leading and developing high-performing account management or CS teams
- Healthcare SaaS experience strongly preferred — you understand independent practice economics, primary care workflows, and the dynamics of clinical vs. administrative decision-making
- Experience navigating enterprise deals with $500K+ ACV — you know how procurement, legal, and clinical champions interact, and you manage the cycle accordingly
- Exposure to AI tools in a commercial or operational context — you’ve experimented, have opinions on what doesn’t work, and can lead a team through ambiguity on this front
- Experience leading large, complex client engagements with accountability for scope, budget, timelines, and stakeholder satisfaction — Big 4 or top-tier consulting background a strong plus
- Track record of managing workstreams across cross-functional teams (internal and external), coordinating delivery across multiple parties toward a shared outcome
- Comfortable operating in ambiguous environments where you often need to define the problem before solving it
Skills & Competencies
- Commercial Ownership: You hold yourself accountable to revenue outcomes. You forecast accurately, manage renewal risk proactively, and know how to have a hard commercial conversation with grace
- Executive Presence: Credible and confident at the C-suite and VP level. You build trust quickly and hold it over time
- Client Advisory Mindset: You naturally position yourself as a trusted advisor, not a vendor. You bring proactive recommendations, industry benchmarks, and a point of view.
- Expansion Instinct: You see whitespace before it’s obvious. You connect product capability to customer needs, and you bring expansion conversations into the relationship naturally.
- Coaching & Development: You invest in your people. You give direct, specific, constructive feedback and you track whether it’s working
- Systems Thinking & Operational Discipline: Build processes that scale including data hygiene, accurate forecasting, and structured reporting to run the business.
- Healthcare Fluency: You can speak credibly to independent practice operators, clinical leaders, and health system executives. You understand what keeps them up at night
- AI fluency: You hold practical views on how AI changes customer expectations and team efficiency
- Structured Problem Solving: You bring consulting-grade analytical rigor — you can disaggregate complex customer problems, build a clear point of view, and communicate it simply to executives
- Executive Communication & Storytelling: You prepare crisp, board-ready materials and can distill complexity into a narrative that drives decisions — not just status updates
- Program & Workstream Management: You can orchestrate multiple parallel tracks (implementation, change management, commercial) without losing the thread — you know how to run a tight engagement cadence
- Change Management Instinct: You understand that software adoption is an organizational challenge as much as a technical one; you help customers build internal champions, manage resistance, and sustain momentum
Why This Role
Elation has earned the trust of over 40,000 clinicians across the country — and we’ve done it by building software that actually helps physicians focus on patients, not paperwork. Our enterprise segment is growing, our product platform is expanding (EHR + Billing + AI), and we need a leader who can take our most important customer relationships to the next level commercially and strategically. You won’t be executing a playbook someone else wrote — you’ll be writing it.
This role has a direct line to executive leadership and real influence on how we build, price, and position for enterprise. If you want to own something meaningful in a mission-driven company at a pivotal growth stage, this is it.
Salary range: $175,000-200,000 + variable compensation
Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.
We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.
Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.
