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 OwnRevenue & Commercial OutcomesOwn NDR (net revenue retention) and GRR (gross revenue retention) targets across the enterprise portfolio; this is a revenue-accountable role, not a support functionBuild 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 portfolioLead commercial negotiations on renewals and expansions, partnering with Sales where neededMaintain a healthy, accurate expansion pipeline in Salesforce; forecast with rigor and convictionTeam Leadership & DevelopmentLead, coach, and develop a team of Enterprise Account Managers — setting the standard for commercial rigor, executive engagement, and proactive account strategyDefine and hold team OKRs, KPIs, and performance expectations; conduct structured 1:1s, pipeline reviews, and skills coaching that actually moves the needleBuild scalable playbooks for account planning, executive business reviews (EBRs), renewal management, expansion motions, and escalation handlingCreate an AI-powered operating system and build measurement frameworks to track their impactCreate clear career paths and development frameworks that retain and grow top talentPartner with Sales, Product, Marketing, and Executive leadership to align priorities, surface customer insights, and ensure your team has what it needs to winStrategic Account Management OwnershipPersonally 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 featuresDrive account strategy, stakeholder mapping, renewal confidence, and expansion pipeline across the bookModel the behaviors — commercial, relational, operational — that you want your team to replicateServe as the voice of the enterprise customer internally — synthesizing themes across accounts to influence product roadmap, packaging, and go-to-market decisionsDevelop and manage formal account governance structures — steering committees, joint success plans, escalation protocols — that mirror enterprise consulting engagement modelsBring structured discovery and diagnostic frameworks into the renewal and expansion cycle to surface latent needs before customers articulate themOperations, Systems & ReportingMaintain CRM hygiene and forecast accuracy; set the standard for documentation, stakeholder mapping, and pipeline management across the teamBuild and deliver regular reporting for internal leadership: health scores, renewal risk, expansion pipeline, team performance, and cohort trendsRefine 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 noiseWhat You BringExperience8+ 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 teamsHealthcare SaaS experience strongly preferred — you understand independent practice economics, primary care workflows, and the dynamics of clinical vs. administrative decision-makingExperience navigating enterprise deals with $500K+ ACV — you know how procurement, legal, and clinical champions interact, and you manage the cycle accordinglyExposure 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 frontExperience leading large,