Customer Success Manager, Small Group

About the Role (Purpose)

To engage, retain, and grow small to mid-tier healthcare practices using AI-driven, low-touch engagement strategies. This role manages a book of business consisting of 300 - 500 customers, representing $4M - $6M ARR.

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.

Requirements

• 2+ years of experience in Customer Success (CS) or customer-facing sales roles within healthcare SaaS or Revenue Cycle Management (RCM) platforms.
• Interest in healthcare SaaS, digital health, or health operations.
• Passionate about helping others to achieve their goals.
• Strong communication (written + verbal) skills.
• 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.

Performance Metrics

• Retention %
• Expansion %
• Proactive touch %
• Adoption metrics
• Quota attainment

Compensation

Salary: $80,000 - $105,000k/yr USD + variable compensation

Equal Opportunity Employer

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.