Description review
Customer Success Manager, Small Group
Elation Health · USA · back to the listing
HR standards
60/100
needs work
Title ↔ description
88/100
strong
Reads as
Customer Success Manager
100% confident
What this role officially is
client relations manager — ESCO, the EU occupation classification
Client relations managers act as the middle person between a company and its customers. They ensure that the customers are satisfied by providing them with guidance and explanation on their accounts and services received by the company. They also have possible other tasks such as developing plans or delivering proposals.
Also known as: customer service executive, client service manager, client relationship manager, customer service representative, consumer relations manager, client manager
How others title the same work
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What the listing never says
- 17 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
- No location or timezone policy stated, so a candidate cannot tell where they may work from. Scope clarity
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
Purpose: To engage, retain, and grow small to mid-tier healthcare practices using AI-driven, low-touch engagement strategies.
Responsibilities:
• Scaled Engagement & Product Adoption Model: Execute and optimize growth, retention, and feature-adoption campaigns for small group accounts using multi-channel digital tools and personalized outreach.
• Proactive Risk & Opportunity Management: Monitor customer health dashboards and leverage AI-generated insights to proactively flag and act on accounts that are at risk or primed for growth.
• Inquiry Management: 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.
• Growth Pipeline Management: Identify and execute 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.
• Renewal Management: Own the contract renewal process for your book of business, ensuring a high retention rate by demonstrating ongoing value.
• Technology & Tool Proficiency: Master and actively use CRM tools, campaign platforms, and AI platforms to manage the customer lifecycle and drive team efficiency.
• Data-Driven Insights: Maintain an understanding of key metrics (Retention %, Expansion %, Adoption %) to measure the effectiveness of campaigns and customer interventions.
• Book of Business: 300 - 500 customers, $4M - $6M ARR
Requirements:
• 2+ years of experience, in CS or customer-facing sales 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.
• Comfortable promoting new features, upgrades, or adoption messages via campaigns or digital nudges.
Nice to Have:
• Exposure to healthcare workflows or patient/provider engagement is a plus, as well as EHR experience.
Metrics: Retention %, expansion %, proactive touch %, adoption metrics, quota attainment
Salary: $80,000 - $105,000k/yr USD + variable comp
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.
Responsibilities:
• Scaled Engagement & Product Adoption Model: Execute and optimize growth, retention, and feature-adoption campaigns for small group accounts using multi-channel digital tools and personalized outreach.
• Proactive Risk & Opportunity Management: Monitor customer health dashboards and leverage AI-generated insights to proactively flag and act on accounts that are at risk or primed for growth.
• Inquiry Management: 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.
• Growth Pipeline Management: Identify and execute 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.
• Renewal Management: Own the contract renewal process for your book of business, ensuring a high retention rate by demonstrating ongoing value.
• Technology & Tool Proficiency: Master and actively use CRM tools, campaign platforms, and AI platforms to manage the customer lifecycle and drive team efficiency.
• Data-Driven Insights: Maintain an understanding of key metrics (Retention %, Expansion %, Adoption %) to measure the effectiveness of campaigns and customer interventions.
• Book of Business: 300 - 500 customers, $4M - $6M ARR
Requirements:
• 2+ years of experience, in CS or customer-facing sales 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.
• Comfortable promoting new features, upgrades, or adoption messages via campaigns or digital nudges.
Nice to Have:
• Exposure to healthcare workflows or patient/provider engagement is a plus, as well as EHR experience.
Metrics: Retention %, expansion %, proactive touch %, adoption metrics, quota attainment
Salary: $80,000 - $105,000k/yr USD + variable comp
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.