Customer Success Manager, Strategic Accounts

Position and Requirements Summary:

The Customer Success Manager - Strategic Accounts (CSM-SA) is responsible for leading the post-sales relationship and overall experience of Elevate Healthcare's strategic and VIP customers. Acting as a trusted advisor and single point of accountability, the CSM-SA ensures that these customers receive seamless, proactive, and high-touch support that drives satisfaction, loyalty, and long-term partnership.

The CSM-SA owns the day-to-day relationship, managing all interactions related to service, repairs, training, product enhancements, and escalations. Through deep understanding of customer needs, strategic alignment with internal stakeholders, and proactive account management, the CSM-SA positions Elevate Healthcare as a critical partner in achieving customer success.

Location: Hybrid ( 3 days in the Sarasota office, 2 days remote)

Key Responsibilities

• Own the strategic customer relationship: Serve as the primary post-sales contact and account owner for assigned VIP customers.
• Act as trusted advisor: Build executive-level relationships, understand business priorities, and align Elevate Healthcare services to customer goals.
• Proactively manage day-to-day needs including escalations, repair cases, product inquiries, installations, and training coordination.
• Onboard new strategic customers, ensuring smooth introduction to Elevate Healthcare's support model and customer success journey.
• Conduct regular account health reviews with customers and internal teams, including performance updates, key metrics, and joint planning.
• Champion escalations: Take ownership of urgent issues, coordinate resolution across teams, and provide clear, timely communication to stakeholders.
• Partner with Sales & Leadership to identify opportunities for growth, retention, and risk mitigation within assigned accounts.
• Monitor customer dashboards and anticipate potential challenges, ensuring proactive responses that prevent escalations.
• Advocate internally for customers by sharing insights with Product, Quality, and Operations teams to influence improvements and innovations.
• Drive continuous improvement by analyzing trends, identifying root causes, and recommending process enhancements to elevate the customer experience.
• Prepare and present executive-level summaries for leadership and strategic account review sessions.
• Leverage CRM/Salesforce to manage account activity, track interactions, and ensure accurate reporting.

Requirements

• Bachelor's degree in Business, Communications, or related field; or 7+ years of relevant experience in Customer Success, Account Management, or Customer Experience.
• Proven experience managing enterprise-level or strategic accounts with measurable outcomes.
• Strong executive presence, with excellent relationship-building and communication skills (written, verbal, and presentation).
• Ability to balance strategic planning with tactical execution in a fast-paced environment.
• Demonstrated ownership and accountability for customer outcomes.
• Experience navigating complex customer environments and resolving escalations effectively.
• High emotional intelligence, resilience under pressure, and ability to adapt quickly to customer needs.
• Proficiency in CRM tools (Salesforce preferred) and experience reporting on customer health metrics.
• Strong organizational and project management skills, with the ability to manage multiple priorities simultaneously.

This job description may not include or describe all specific responsibilities and requirements. The candidate should inquire about specific elements of the role as appropriate.

About the Company

Elevate Healthcare was recently added to the Madison Medical portfolio of companies in February of 2024 with the acquisition from CAE corporation. Elevate designs, manufactures, and services healthcare simulation products used to educate nurses, doctors and medical professionals on the proper techniques and procedures to have confidence and competence in the life saving moments that matter. Currently, society is facing a significant shortage of nurses and doctors needed to treat an aging world population. Medical errors represent the third largest cause of death in the United States. Elevate plays a critical part in reducing medical errors and expanding the workforce for healthcare professionals to improve patient outcomes. Elevate serves all the major nursing and medical programs at hospitals, universities, nursing schools, medical schools, medical associations and medical technology manufacturers worldwide.

Madison Industries Holdings LLC is one of the largest and most successful privately held companies in the world. Driven by a mission to make the world safer, healthier, and more productive, the company is uniquely designed to foster, empower, and build exceptional companies and teams that are essential to collective health and well- being.

Founded 25 years ago by Larry Gies, Madison Industries has morphed from a "buy, build, sell" model prevalent among venture capital and private equity firms, into partnerships that mutually benefit customers, employees and the business owners who join it. Madison's goal is to build something truly remarkable that will long outlast all of us. Through Madison's strategy, the company has grown into an international manufacturing powerhouse. It has built market leaders in the filtration, medical, safety, healthcare simulation, industrial equipment, process improvement, instruments & controls, plastics, energy, and indoor air quality industries with combined enterprise value of nearly $20 billion. Its footprint spans across Europe, Asia and the Americas operating over 300 facilities in 40+ countries, with over 18,000 engaged employees.

http://www.madison.net http://www.elevatehealth.net

Madison/Elevate Culture

Elevate is on a mission to make the world safer, healthier, and more productive by inspiring positive outcomes in healthcare. We are committed to an entrepreneurial culture built on a foundation of trust and a strong bias for action. The team at Elevate is committed to building something truly remarkable that long outlasts us while coaching others to reach their highest potential.

Elevate is part of the Madison Medical platform which has built its reputation by fostering three key attributes: Trust, Bias for Action, Entrepreneurial.

Elevate's Values

Trust - Honesty and transparency are essential to the way we do business. We work with and build management teams we believe in and don't add arrogancy, complacency or bureaucracy to the mix. We also believe in the power of the team and how critical trust is in that relationship. We work as hard for the person on our left and the person on our right as we do for ourselves. Consequently, our teams operate at the highest level of engagement and are inspired by our mission and their leaders.

Trust is:

• Open, honest, and transparent.
• Ethics and integrity are assumed, and anything less is not tolerated.
• We meet all our commitments.
• We are a team, and we can rely on each other.
• We are what we do, and we do what we say

Trust isn't:

• An environment in which we have no oversight, approvals or control. Trust is a cultural attribute, not a management method.
• A set of rules and policies. Trust is earned, not legislated.

Bias for Action - Unless you continually work, evolve and innovate, you will learn a quick and painful lesson from someone who has! Consequently, we lean forward and challenge the status quo. And if there is an opportunity for us to make the world safer, healthier or more productive, we move quickly. In fact, we close our acquisitions in less than 30 days, providing minimal disruption to the companies with which we partner.

Bias for Action is:

• Bold and ambitious. We inject speed and velocity into our processes.
• We are not victims of things which we cannot control. We control outcomes through our own actions.
• We act with imperfect information; confident in our ability to adjust as necessary.
• We embrace change and see it as an opportunity to improve.

Bias for Action isn't:

• Reckless decision making for the sake of speed.
• Ready, shoot, aim.
• An excuse for making poor decisions.

Entrepreneurial - Madison Industries is an operating company owned by the team that runs it. Madison has over 900 owner leaders in its ecosystem. The company is not publicly traded, so no quarterly earnings reports. It is not private equity, so no artificial 3-5 year timelines, which means you can build your company for the long term. Businesses are run locally by the entrepreneurial teams who have an 'owner's mindset' and are closest to the customer, product and the team best positioned to make decisions. Therefore, we partner and not acquire; consequently, the name stays on the door and the management team remains in place. This incredible ecosystem of companies will remain a part of the Madison family long after we are gone, ensuring that our companies can continue their missions.

Entrepreneurial is:

• We are self-reliant. We are gritty and tenacious.
• We have passion and perseverance for our long-term goals
• We are all salespeople at heart - and in our defined roles. 100% of our team members have the responsibility to be salespeople and to focus on customers.
• We are optimistic and believe we will be successful.
• We are adaptable and not set in our ways. We learn, grow and find ways to reinvent ourselves as circumstances change.
• We are ambitious. We want to great things and have great impact on the world.
• An attitude and approach to thinking that actively seeks out change, rather than waiting to adapt to change. It's a mindset that embraces critical questioning, innovation, service and continuous improvement.
• Creativity and unwillingness to accept that there is not a better way. Constantly questioning. Constantly striving for improvement.
• Healthy paranoia - that leads to continuous innovation, improvement, and the like.
• Anticipatory and proactive - we constantly strive to be ahead of the curve.
• Recognition that we live in an "and" world, not an "or" world - our business requires us to balance multiple priorities with ambiguity and risk. We embrace this paradox and create operating constructs that allow us to make good decisions in that reality.

Entrepreneurial isn't:

• A sense of entitlement.
• A free pass to do whatever you want because you are acting like an "owner".
• An operating construct that has no oversight, no central authority and no hierarchy.
• A product of the kinds of businesses or sizes of companies from which we came.