Principal, Key Accounts

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