About this role.
Elation Health is seeking a Customer Success Manager to manage and grow a scaled portfolio of 300–500 small-to-mid-tier healthcare practices. The role combines digital lifecycle campaigns, customer inquiry management, adoption initiatives, renewals, and upsell/cross-sell pipeline ownership. The manager will use CRM, campaign, customer-health, and AI-enabled tools to identify risk and growth opportunities across a $4M–$6M ARR book of business. Candidates need at least two years of customer success or customer-facing sales experience in healthcare SaaS or RCM, along with strong empathy, communication, and data literacy.
Role DNA
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Job Complexity
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4/5Autonomy Level
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Core skills
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Sample interview questions
I would segment the portfolio using customer-health signals, renewal timing, product adoption, account value, and expansion potential. I would automate broad educational and adoption campaigns, while reserving personalized outreach for at-risk renewals, high-value growth opportunities, and customers with complex needs.
I would identify leading indicators such as declining usage, low feature adoption, unresolved inquiries, reduced engagement, or missed implementation milestones. I would then validate the cause, trigger a targeted intervention such as training or a value review, document the plan in the CRM, and measure whether health and engagement improve.
I would first establish the customer’s goals and current workflow challenges, then connect a relevant feature or upgrade to a measurable outcome. I would use adoption data and examples of value, present the option clearly, and let the customer make an informed decision rather than using a generic sales pitch.
A strong answer would explain how I have used email sequences, in-app messaging, webinars, knowledge-base content, or CRM workflows to reach customer segments efficiently. I would also describe testing messaging, monitoring engagement and adoption results, and iterating campaigns based on performance data.
I would acknowledge the request promptly, clarify the customer’s need, and take ownership of coordinating the appropriate internal resource. I would provide the receiving team with complete context, set clear expectations with the customer, and follow through until the issue is resolved or the next action is confirmed.
Purpose: To engage, retain, and grow small to mid-tier healthcare practices using AI-driven, low-touch engagement strategies.
Responsibilities:
- Scaled Engagement & Product Adoption Model: Execute and optimize growth, retention, and feature-adoption campaigns for small group accounts using multi-channel digital tools and personalized outreach.
- Proactive Risk & Opportunity Management: Monitor customer health dashboards and leverage AI-generated insights to proactively flag and act on accounts that are at risk or primed for growth.
- Inquiry Management: Serve as the primary point of contact for customer inquiries, providing a timely response to basic questions and efficiently redirecting more complex issues to the appropriate team.
- Growth Pipeline Management: Identify and execute upsell and cross-sell opportunities for your portfolio, managing a scaled pipeline of potential deals and promoting new features through digital nudges and targeted messaging.
- Renewal Management: Own the contract renewal process for your book of business, ensuring a high retention rate by demonstrating ongoing value.
- Technology & Tool Proficiency: Master and actively use CRM tools, campaign platforms, and AI platforms to manage the customer lifecycle and drive team efficiency.
- Data-Driven Insights: Maintain an understanding of key metrics (Retention %, Expansion %, Adoption %) to measure the effectiveness of campaigns and customer interventions.
- Book of Business: 300 – 500 customers, $4M – $6M ARR
Requirements:
- 2+ years of experience, in CS or customer-facing sales roles in healthcare SaaS or RCM platforms.
- Interest in healthcare SaaS, digital health, or health operations.
- Passionate about helping others to achieve their goals.
- Strong communication (written + verbal).
- Adaptability, coachability, and customer empathy.
- Experience or interest in CRM tools (e.g., Salesforce, HubSpot), campaign platforms, or digital tools.
- Willingness to learn AI platforms for lifecycle engagement.
- Comfortable promoting new features, upgrades, or adoption messages via campaigns or digital nudges.
Nice to Have:
- Exposure to healthcare workflows or patient/provider engagement is a plus, as well as EHR experience.
Metrics: Retention %, expansion %, proactive touch %, adoption metrics, quota attainment
Salary: $80,000 – $105,000k/yr USD + variable comp
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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