Healthcare Technology, SaaS, Software

Principal, Key Accounts

RemoteRemoteFull TimePrincipal$155,000–$185,000 /yrPosted 1 month agoVisa sponsorship available

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Required skills

gross revenue retention
net revenue retention
expansion ARR
account plans
retention risks
C-suite relationships
strategic advisor
upsell
cross-sell
business cases

Nice to have

customer success
strategic advisory
commercial expansion
Sales
Product
Services

Role summary

Elation is seeking a Principal, Key Accounts to manage and grow relationships with their most valuable SaaS customers. This senior role involves strategic account leadership, executive relationship management, and commercial expansion, working closely with internal teams like Sales and Product. The ideal candidate has 8+ years in customer success or account management, with at least 3 years managing enterprise accounts in a SaaS company, and a strong understanding of healthcare operations. They should have a proven track record of retention and growth, executive presence, strong business acumen, and a curiosity for AI in healthcare. The role offers a salary range of $155,000-185,000 plus bonus.

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.

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 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 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

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.

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