[Hiring] Enterprise Customer Success Manager @Suki

Role Description

As Enterprise Customer Success Manager, your primary role is to drive the successful implementation, deployment, and adoption of Suki with our major health system clients. You will be responsible for:

• Developing and maintaining strong relationships with key client stakeholders.
• Ensuring that Suki is delivering exceptionally well on key success metrics.
• Ensuring strategic and tactical alignment, and managing on-time delivery across all functional areas.
• Proactively identifying and driving the resolution of risks and issues.
• Developing creative solutions that best meet the needs of our clients.
• Managing the onboarding process for designated clients and conducting onboarding for many enterprise end users.
• Presenting periodic performance reviews and engaging with clients on opportunities to expand usage and value.
• Analyzing customer metrics, crafting high-impact client presentations, and driving rapid progress against our goals.

As part of our growing Customer Success team, you will also be responsible for:

• Improving existing processes and developing new approaches to create high levels of client and user satisfaction.
• Engaging with Marketing on opportunities to increase user engagement.
• Providing structured customer insights to our Product team to inform future innovation.

Qualifications

• 8+ years of enterprise customer-facing experience within healthcare SaaS.
• Exceptional communication, presentation, and conflict resolution skills.
• Ability to think critically, prioritize effectively, and communicate expediently.
• Strong project management skills.
• Strong business and financial acumen; can confidently manage commercial levers, pricing strategies, and complex negotiations.
• Experience managing large, multi-stakeholder programs (healthcare IT delivery preferred).
• Creative problem-solving skills.
• Strong understanding of medical documentation and clinical workflows.
• Proficient in Microsoft Office, Google Suite, and Microsoft Office.
• Preferred: BS in Clinical Informatics, Engineering or similar; MBA/MHA.

Requirements

• Ability to communicate both internally and externally with professionalism in person, on video, on the phone, and over email with C-level executives, providers, and colleagues.
• Focus on expanding revenue within our existing customer base, overseeing competitive renewals, upsells, and cross-sells.
• Ability to thrive in a fast-moving organization that uses lightweight processes and cutting-edge technology.
• High degree of attention to small details along with the ability to quickly iterate on deployment playbooks and processes.
• Willingness to work flexible hours based on client and provider schedules in different time zones across the US.
• Willingness to travel extensively (up to 50% on average, as needed) across the US to deploy our products.
• Prior consulting experience is preferred and is considered a plus.

Benefits

• This position can be remote and supports team members with clients across the United States.
• Opportunity to visit and/or work out of our office in Redwood City, California.
• One week a year, we gather for a company-wide retreat.
• Quarterly, we gather for an in-person working session at/near our office.