Note: The job is a remote job and is open to candidates in USA. Elation Health is dedicated to enhancing healthcare practices through innovative engagement strategies. The Customer Success Manager will engage, retain, and grow small to mid-tier healthcare practices using AI-driven, low-touch engagement strategies.
Responsibilities
- Execute and optimize growth, retention, and feature-adoption campaigns for small group accounts using multi-channel digital tools and personalized outreach
- Monitor customer health dashboards and leverage AI-generated insights to proactively flag and act on accounts that are at risk or primed for growth
- Serve as the primary point of contact for customer inquiries, providing a timely response to basic questions and efficiently redirecting more complex issues to the appropriate team
- Identify upsell and cross-sell opportunities for your portfolio, managing a scaled pipeline of potential deals and promoting new features through digital nudges and targeted messaging
- Own the contract renewal process for your book of business, ensuring a high retention rate by demonstrating ongoing value
- Master and actively use CRM tools, campaign platforms, and AI platforms to manage the customer lifecycle and drive team efficiency
- Maintain an understanding of key metrics (Retention %, Expansion %, Adoption %) to measure the effectiveness of campaigns and customer interventions
Skills
- 2+ years of experience in CS or customer-facing growth roles in healthcare SaaS or RCM platforms
- Interest in healthcare SaaS, digital health, or health operations
- Passionate about helping others to achieve their goals
- 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
- Exposure to healthcare workflows or patient/provider engagement is a plus
- Comfortable promoting new features, upgrades, or adoption messages via campaigns or digital nudges
- Comfortable with selling, renewals, and identifying whitespace
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