Customer Success Manager

Suki

3d•$125,000 - $150,000•Remote

About The Position

Suki is a leading technology company that provides AI voice solutions for healthcare. Its mission is to reimagine the healthcare technology stack, making it invisible and assistive to lift the administrative burden from clinicians. Its flagship product is Suki Assistant, an AI assistant that uses generative AI to automatically create clinical documentation by ambiently listening to patient-clinician conversations. Suki helps clinicians complete notes 72% faster on average, assists with other tasks including coding and answering questions, and generates incremental revenue for organizations, delivering a 9X ROI in year 1. Suki also offers its proprietary AI and speech platform, Suki Platform, to partners who want to create best-in-class ambient and voice experiences for their solutions. Clinicians that use Suki already spend over 70% less time on administrative tasks, and we’re striving to do even better. 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.

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.
High degree of attention to small details along with the ability to quickly iterate on our deployment playbooks and processes.
Develop a deep understanding of our product and how it integrates with EMRs.

Nice To Haves

Bilingual Spanish
Strong understanding of medical documentation and clinical workflows.
Previous experience managing revenue targets or expansion quotas.
Consulting experience.

Responsibilities

Manage a portfolio of 3–5 enterprise accounts.
Drive successful implementation, deployment, and adoption within major health systems, ensuring Suki delivers a high ROI and exceptional clinical value.
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, including building comprehensive content decks, coordinating internal prep meetings, driving value analysis, and presenting key performance insights.
Drive "At The Elbow" training and onsite coordination, spending 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, navigating 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.
Provide "At The Elbow" training to clinicians on our products, authentically speak to the value of Suki, engage on potential motivations and advise clinicians on how to adapt their workflow to incorporate Suki.