Manager, Customer Success

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October 1

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Elation Health

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Healthcare Insurance • Software as a Service (SaaS) • Artificial Intelligence

Elation Health is a company that provides a clinical-first electronic health record (EHR) platform designed for primary care practices. Their platform, which includes AI-powered features like Note Assist, aims to enhance patient care by streamlining clinical workflows and improving efficiency. Elation Health serves small to medium-sized practices, direct care providers, and enterprises, offering services such as medical billing software, telehealth, and patient engagement tools. With a focus on better patient-provider relationships and exceptional care, Elation Health supports over 32,000 clinicians in advancing their medical practices.

201 - 500 employees

Founded 2010

⚕️ Healthcare Insurance

🤖 Artificial Intelligence

📋 Description

• Manage, coach, and mentor a team of Customer Success Manager, Small Group reps, fostering a high-performance, collaborative, and customer-centric culture. • Conduct regular 1:1s, provide constructive feedback, and support individual professional development plans. • Onboard new team members, ensuring a rapid ramp-up in understanding Elation Health's platform, customer engagement strategies, and digital tools. • Monitor team morale and address challenges proactively. • Help create strategies to unique problem statements that may impact churn, ARR, and adoption opportunities at scale. • Ensure each CSM demonstrates full command of their book of business by owning retention, expansion, and NPS outcomes, with clear accountability for both lagging (renewals, ARR growth) and leading indicators (adoption, engagement, health scores). • Oversee the team's execution and optimization of AI-driven growth, retention, and feature-adoption campaigns, ensuring adherence to best practices and targets. • Monitor team performance against key metrics (retention %, expansion %, proactive touch %, adoption metrics), identifying trends, and implementing corrective actions. • Collaborate directly with the Director of Customer Success to refine and implement engagement strategies, playbooks, and digital nudges for the Core segment. • Ensure effective utilization of CRM tools (e.g., Salesforce, HubSpot), campaign platforms, and AI platforms for lifecycle engagement within the team. • Create and maintain scalable processes for a growing group of customers providing a personalized approach for large groups of customers. • Develop and refine standardized account growth playbooks—including expansion, cross-sell, and adoption campaigns—that CSMs are expected to execute, track, and optimize based on customer data and AI insights. • Regularly review account health, adoption, and commercial performance data at both individual CSM and team levels, using insights to coach toward improved outcomes and to continuously refine engagement strategies. • Oversee the team's use of customer health dashboards and AI-generated insights to proactively identify and address at-risk accounts or capitalize on expansion opportunities. • Serve as an escalation point for complex customer inquiries or challenges, providing guidance and ensuring timely resolution or proper redirection. • Guide the team in creating structured account success plans that align Elation’s platform value to customer business goals, and establish senior-level relationships within practices to ensure long-term alignment and growth. • Champion the team's ability to promote new features, new products, and adoption messages effectively through scalable methods. • Guide the team in identifying whitespace opportunities and supporting renewals within their accounts, ensuring a balance between digital engagement and commercial outcomes. • Serve as a feedback loop to Product and AI teams, evaluating the effectiveness of AI-driven engagement strategies, and contributing ideas for new AI capabilities that improve scalability and customer outcomes.

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, or a customer-facing growth role, with at least 1-2 years in a leadership or senior/mentoring capacity. • Proven experience in healthcare SaaS, digital health, or RCM platforms is highly preferred. • Demonstrated experience in AI-driven or scalable customer engagement strategies. • Strong understanding of customer lifecycle management principles. • Experience using AI to drive interventions or processes at scale. • Hands-on experience with healthcare workflows, patient/provider engagement, or practice operations is a significant plus. • Comfortable with commercial aspects of customer relationships, including renewals, identifying upsell opportunities, and discussing value.

🏖️ Benefits

• Health insurance • Paid time off • Professional development opportunities • Flexible working hours