Manager, Customer Success Small Group

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a world-class technology solution that creates an experience of delight and ease for physicians, and that our users love. 

The Team Lead for Small Group Accounts will directly manage and develop a team of Customer Success, Small Group professionals. This pivotal role ensures the team consistently executes our AI-driven, low-touch engagement strategies to maximize customer retention, drive product adoption, and foster growth within our small to mid-tier healthcare practice segment. The ideal candidate is a proactive leader who thrives in a data-rich environment, understands the nuances of scalable customer engagement, and is passionate about both team development and delivering exceptional customer outcomes.

Responsibilities

• Team Leadership & Development:
• Manage, coach, and mentor a team of Customer Success Manager, Small Group reps, fostering a high-performance, collaborative, and customer-centric culture.
• Conduct regular 1:1s, provide constructive feedback, and support individual professional development plans.
• Onboard new team members, ensuring a rapid ramp-up in understanding Elation Health's platform, customer engagement strategies, and digital tools.
• Monitor team morale and address challenges proactively.
• Help create strategies to unique problem statements that may impact churn, ARR, and adoption opportunities at scale.
• Ensure each CSM demonstrates full command of their book of business by owning retention, expansion, and NPS outcomes, with clear accountability for both lagging (renewals, ARR growth) and leading indicators (adoption, engagement, health scores).
• Operational Excellence & Strategy Execution:
• Oversee the team's execution and optimization of AI-driven growth, retention, and feature-adoption campaigns, ensuring adherence to best practices and targets.
• Monitor team performance against key metrics (retention %, expansion %, proactive touch %, adoption metrics), identifying trends, and implementing corrective actions.
• Collaborate directly with the Director of Customer Success to refine and implement engagement strategies, playbooks, and digital nudges for the Core segment.
• Ensure effective utilization of CRM tools (e.g., Salesforce, HubSpot), campaign platforms, and AI platforms for lifecycle engagement within the team.
• Create and maintain scalable processes for a growing group of customers providing a personalized approach for large groups of customers.
• Develop and refine standardized account growth playbooks—including expansion, cross-sell, and adoption campaigns—that CSMs are expected to execute, track, and optimize based on customer data and AI insights.
• Regularly review account health, adoption, and commercial performance data at both individual CSM and team levels, using insights to coach toward improved outcomes and to continuously refine engagement strategies.
• Customer Health & Risk Management:
• Oversee the team's use of customer health dashboards and AI-generated insights to proactively identify and address at-risk accounts or capitalize on expansion opportunities.
• Serve as an escalation point for complex customer inquiries or challenges, providing guidance and ensuring timely resolution or proper redirection.
• Guide the team in creating structured account success plans that align Elation’s platform value to customer business goals, and establish senior-level relationships within practices to ensure long-term alignment and growth.
• Commercial Acumen & Growth:
• Champion the team's ability to promote new features, new products, and adoption messages effectively through scalable methods.
• Guide the team in identifying whitespace opportunities and supporting renewals within their accounts, ensuring a balance between digital engagement and commercial outcomes.
• Serve as a feedback loop to Product and AI teams, evaluating the effectiveness of AI-driven engagement strategies, and contributing ideas for new AI capabilities that improve scalability and customer outcomes.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a customer-facing growth role, with at least 1-2 years in a leadership or senior/mentoring capacity.
• Proven experience in healthcare SaaS, digital health, or RCM platforms is highly preferred.
• Demonstrated experience in AI-driven or scalable customer engagement strategies.
• Strong understanding of customer lifecycle management principles.
• Experience using AI to drive interventions or processes at scale.

Sales & Healthcare Readiness

• Hands-on experience with healthcare workflows, patient/provider engagement, or practice operations is a significant plus.
• Comfortable with commercial aspects of customer relationships, including renewals, identifying upsell opportunities, and discussing value.

Skills

• Exceptional Communication: Outstanding written and verbal communication skills, capable of coaching a team and influencing customer outcomes through scalable means.
• Analytical & Data-Driven: Ability to interpret customer data, health scores, and campaign performance to drive team actions and strategic adjustments.
• Coaching & Mentoring: Proven ability to develop talent, provide constructive feedback, and foster an environment of continuous learning.
• Adaptability & Problem-Solving: Nimble and resourceful in navigating challenges, both internal and external, within a fast-paced environment.
• Tech Proficiency: Strong working knowledge of CRM tools (e.g., Salesforce, HubSpot), customer success platforms, and an eagerness to leverage AI tools for efficiency.

Customer Empathy: A genuine passion for helping customers achieve their goals and a deep understanding of their pain points.

Salary range: $130,000-140,000 + variable compensation

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.