Principal, Key Accounts

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.

As Principal, Key Accounts, you'll own the relationships and commercial outcomes for Elation's most complex, highest-value customers. This is a senior, highly visible role for someone who thinks like a partner, acts like an owner, and knows how to turn trusted relationships into long-term growth. You'll sit at the intersection of customer success, strategic advisory, and commercial expansion, working closely with Sales, Product, Services, and Executive leadership to make Elation indispensable to the organizations we serve.

What You'll Own

Strategic Account Leadership

Own the end-to-end success and growth of a portfolio of Elation's largest, most strategic accounts, including gross revenue retention, net revenue retention, and expansion ARR

Develop and execute account plans that reflect each customer's business goals, organizational dynamics, and clinical priorities

Proactively identify and manage retention risks, escalating cross-functionally and setting clear expectations externally

Executive Relationship Management

Build and maintain trusted relationships with C-suite and senior decision-makers across your accounts, including CMOs, CEOs, COOs, and clinical leaders

Serve as a strategic advisor and thought partner, helping customers think through how Elation supports their long-term care delivery and business goals

Lead executive business reviews that drive alignment, demonstrate value, and open doors to expansion

Commercial Growth

Identify, develop, and close upsell and cross-sell opportunities in partnership with Sales

Translate customer challenges and workflows into compelling business cases for expanded Elation adoption

Bring a commercial mindset to every customer interaction, always thinking about how to deepen the partnership and grow the relationship

Cross-functional Influence

Act as the voice of your customers internally, advocating for their needs with Product, Engineering, and Operations, and ensuring feedback shapes Elation's roadmap

Partner with Sales, Marketing, and Service teams to ensure seamless, cohesive experiences across the customer lifecycle

Contribute to the development of frameworks and playbooks that raise the bar for how Elation engages with enterprise customers

Insight & Accountability

Own your book of business metrics: health scores, usage trends, risk signals, and expansion pipeline

Regularly communicate account status, risks, and opportunities to senior leadership with clarity and commercial context

Maintain rigorous account documentation to ensure continuity and institutional knowledge

What You Bring