Customer Success Manager, Small Group

The role

This person will engage, retain, and grow small to mid-tier healthcare practices using AI-driven, low-touch engagement strategies. You will manage a book of business of 300 - 500 customers totaling $4M - $6M ARR.

What you will do

• Execute and optimize growth, retention, and feature-adoption campaigns for small group accounts.
• Monitor customer health dashboards and leverage AI-generated insights to flag at-risk or growth-primed accounts.
• Serve as the primary point of contact for customer inquiries.
• Identify and execute upsell and cross-sell opportunities for your portfolio.
• Own the contract renewal process for your book of business.
• Master and actively use CRM tools, campaign platforms, and AI platforms.
• Maintain an understanding of key metrics like Retention %, Expansion %, and Adoption %.

Required qualifications

• 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.
• 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
• EHR experience

About the company

Elation is an Equal Opportunity Employer dedicated to creating and maintaining a diverse and inclusive work environment. The company's mission is helping independent primary care thrive.