Principal, Key Accounts

What You'll Own

Strategic 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