Enterprise Account Management Leader

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. Elation Health is the most trusted EHR platform for independent primary care — and we're growing fast. We're at a moment where AI is reshaping how clinicians work and how enterprise buyers decide. To meet that moment, we're hiring an Enterprise Account Management Leader to drive growth and deepen partnerships with our most strategic customers. This is a true player-coach role. You'll lead and develop a team of Enterprise Account Managers while personally carrying a book of marquee accounts. You'll own net revenue retention and expansion across the portfolio, bring structure and commercial discipline to how we engage enterprise customers, and build the playbooks that scale with us. If you're a commercially sharp, relationship-first leader who thrives in complex healthcare SaaS environments, and if you've built your career delivering high-stakes engagements and want to own the full arc of a customer relationship, this is the natural next move. What You'll Own Revenue & Commercial Outcomes Own NDR (net revenue retention) and GRR (gross revenue retention) targets across the enterprise portfolio; this is a revenue-accountable role, not a support function Build and execute expansion strategies — cross-sell of Elation's billing, payments, and AI solutions, upsell into multi-site and enterprise tiers, and new product adoption across the portfolio Lead commercial negotiations on renewals and expansions, partnering with Sales where needed Maintain a healthy, accurate expansion pipeline in Salesforce; forecast with rigor and conviction Team Leadership & Development Lead, coach, and develop a team of Enterprise Account Managers — setting the standard for commercial rigor, executive engagement, and proactive account strategy Define and hold team OKRs, KPIs, and performance expectations; conduct structured 1:1s, pipeline reviews, and skills coaching that actually moves the needle Build scalable playbooks for account planning, executive business reviews (EBRs), renewal management, expansion motions, and escalation handling Create an AI-powered operating system and build measurement frameworks to track their impact Create clear career paths and development frameworks that retain and grow top talent Partner with Sales, Product, Marketing, and Executive leadership to align priorities, surface customer insights, and ensure your team has what it needs to win Strategic Account Management Ownership Personally manage a curated portfolio of 1-2 strategic enterprise accounts  Understand our Customers’ businesses deeply by building and sustaining multi-threaded relationships across clinical leadership, operations, IT, and C-suite – you lead with business outcomes, not product features Drive account strategy, stakeholder mapping, renewal confidence, and expansion pipeline across the book Model the behaviors — commercial, relational, operational — that you want your team to replicate Serve as the voice of the enterprise customer internally — synthesizing themes across accounts to influence product roadmap, packaging, and go-to-market decisions Develop and manage formal account governance structures — steering committees, joint success plans, escalation protocols — that mirror enterprise consulting engagement models Bring structured discovery and diagnostic frameworks into the renewal and expansion cycle to surface latent needs before customers articulate them Operations, Systems & Reporting Maintain CRM hygiene and forecast accuracy; set the standard for documentation, stakeholder mapping, and pipeline management across the team Build and deliver regular reporting for internal leadership: health scores, renewal risk, expansion pipeline, team performance, and cohort trends Refine account health dashboards and early warning indicators; use data to get ahead of risk, not just react to it – you know the difference between meaningful signal and noise What You Bring Experience 8+ years in enterprise account management or customer success in a SaaS environment, with a strong commercial track record. 3+ years leading and developing high-performing account management or CS teams Healthcare SaaS experience strongly preferred — you understand independent practice economics, primary care workflows, and the dynamics of clinical vs. administrative decision-making Experience navigating enterprise deals with $500K+ ACV — you know how procurement, legal, and clinical champions interact, and you manage the cycle accordingly Exposure to AI tools in a commercial or operational context — you've experimented, have opinions on what doesn't work, and can lead a team through ambiguity on this front Experience leading large, complex client engagements with accountability for scope, budget, timelines, and stakeholder satisfaction — Big 4 or top-tier consulting background a strong plus Track record of managing workstreams across cross-functional teams (internal and external), coordinating delivery across multiple parties toward a shared outcome Comfortable operating in ambiguous environments where you often need to define the problem before solving it Skills & Competencies Commercial Ownership: You hold yourself accountable to revenue outcomes. You forecast accurately, manage renewal risk proactively, and know how to have a hard commercial conversation with grace Executive Presence: Credible and confident at the C-suite and VP level. You build trust quickly and hold it over time Client Advisory Mindset: You naturally position yourself as a trusted advisor, not a vendor. You bring proacti