Note: The job is a remote job and is open to candidates in USA. Elation Health is a SaaS-based clinical platform focused on improving physician and patient quality of life and supporting high-quality care. The Principal, Key Accounts will lead strategic relationships and commercial outcomes for complex, high-value enterprise customers, driving retention, expansion, executive engagement, and cross-functional alignment.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- 8+ years in Customer Success, Strategic Account Management, or Consulting, with at least 3 years managing enterprise or key accounts at a SaaS company
- 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
- 3+ years of experience in healthcare, deep familiarity with primary care organizations, physician group dynamics, or health system operations strongly preferred
Company Overview