Customer Success Manager, Suki

• As we scale, we need a Customer Success Manager who is ready to take ownership of a dedicated book of business, drive adoption through high-touch engagement, and help us push the limits of technology in medicine
• Education: Undergraduate or Masters Degree
• Experience: 5+ years of enterprise customer-facing experience specifically within Healthcare SaaS
• Communication: Exceptional communication, presentation, and conflict resolution skills
• Project Management: Strong ability to think critically, prioritize effectively, and manage complex timelines
• Technical Savvy: Proficient in MS Office, G Suite, and CRM tools; able to master the technical nuances of EMR integrations
• Travel: Ability and willingness to travel 50%+ across the US to engage clients and lead deployments
• Flexibility: Willingness to work flexible hours to accommodate providers’ schedules across various time zones
• We don’t expect a candidate to have done everything listed above — but you should be able to make a credible case that you’ve done most of it and are excited to grow into the rest

Desirable

• As a Customer Success Manager, you will manage a portfolio of 3–5 enterprise accounts. This role reports into Customer Success Directors who you will collaborate closely with to lead high-level engagements
• Your primary focus is to drive successful implementation, deployment, and adoption within major health systems, ensuring Suki delivers a high ROI and exceptional clinical value
• Account Ownership: Take primary responsibility for enterprise accounts, serving as the main point of contact for day-to-day operations, provider adoption and long-term success
• Quarterly Business Reviews (QBRs): 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
• Adoption & Onsite Engagement: 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
• Executive Relationship Management: 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
• Revenue Management: Proactively identify opportunities for usage expansion and drive initiatives to meet or exceed revenue and retention targets
• Continuous Improvement: Develop creative solutions to mitigate risks and iterate on our deployment playbooks to improve user satisfaction
• Customer Mindset: 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
• Detail Oriented: You need a high degree of attention to small details along with the ability to quickly iterate on our deployment playbooks and processes
• Technical Skill: 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