Customer Success Manager

Suki is a leading technology company that provides AI voice solutions for healthcare. They are seeking a Customer Success Manager to manage a portfolio of enterprise accounts, drive successful implementation, deployment, and adoption within major health systems, ensuring high ROI and exceptional clinical value.

Responsibilities:

• Take primary responsibility for enterprise accounts, serving as the main point of contact for day-to-day operations, provider adoption and long-term success
• Own the end-to-end QBR process for your accounts. This includes building comprehensive content decks, coordinating internal prep meetings, driving value analysis, and presenting key performance insights to both internal leadership and external client stakeholders
• Drive "At The Elbow" training and onsite coordination. You will spend significant time in clinical environments ensuring users are set up for success and workflow integration is seamless
• Build and maintain professional relationships with C-level executives, clinical department heads, and IT leadership. You are expected to navigate complex organizational structures to ensure strategic alignment
• Proactively identify opportunities for usage expansion and drive initiatives to meet or exceed revenue and retention targets
• Develop creative solutions to mitigate risks and iterate on our deployment playbooks to improve user satisfaction
• You find joy in providing At The Elbow training to clinicians on our products. You are able to authentically speak to the value of Suki, engage on potential motivations and advise clinicians on how to adapt their workflow to incorporate Suki
• You need a high degree of attention to small details along with the ability to quickly iterate on our deployment playbooks and processes
• You will need to develop a deep understanding of our product and how it integrates with EMRs. You will be able to incorporate this into your training approach for our enterprise clients and end users

Requirements:

• Undergraduate or Masters Degree
• 5+ years of enterprise customer-facing experience specifically within Healthcare SaaS
• Exceptional communication, presentation, and conflict resolution skills
• Strong ability to think critically, prioritize effectively, and manage complex timelines
• Proficient in MS Office, G Suite, and CRM tools; able to master the technical nuances of EMR integrations
• Ability and willingness to travel 50%+ across the US to engage clients and lead deployments
• Willingness to work flexible hours to accommodate providers' schedules across various time zones
• Strong understanding of medical documentation and clinical workflows
• Previous experience managing revenue targets or expansion quotas
• Consulting experience
• BILINGUAL SPANISH