Key Accounts Principal

Who you are

• 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

What the job involves

• 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
• 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

Benefits

• Benefits Plan: We offer medical,dental, and vision insurance, as well as Flexible Spending Accounts and life insurance
• Pay and Equity: We offer a meaningful salary and equity package to each member of our team
• Flexible Time-Off: We believe that you should be trusted and empowered to take time off when you need it
• Home Office + Tech Stipend: We offer a home office stipend to help make work from home life a bit easier