Enterprise Customer Success Manager

Silna Health•New York, NY

23h•$130,000 - $185,000•Onsite

About The Position

We're expanding our Customer Success team and seeking an exceptional Enterprise Customer Success Manager to join our growing organization and elevate our customer experience. As a CSM at Silna, you’ll work to drive retention, expansion and customer satisfaction while managing our most valuable enterprise relationships. If you're energized by creating impactful processes and have a talent for building lasting customer partnerships, this role is designed for you.

Requirements

3-5 years of experience in Customer Success in a high-growth SaaS company.
2+ years managing Enterprise Customers (six figure contracts).
Proven track record of managing and growing enterprise relationships.
Strong project management skills with experience handling multiple concurrent high-priority initiatives.
Excellent communication skills, with a focus on building relationships and engaging effectively with both technical and non-technical stakeholders.
Ability to work from the Silna office in Manhattan 5 days/week.

Nice To Haves

Healthcare technology industry experience.
Experience with complex technical workflows.
Demonstrated success in driving account expansion and upsell opportunities.
Natural relationship-building abilities and excellent interpersonal skills.
Ability to thrive in ambiguous situations and create structure where none exists.
Strong initiative and self-motivation to identify and pursue opportunities independently.
Ability to quickly establish rapport with anyone in a new environment.
Strategic thinking with a focus on driving business outcomes.
Exceptional organizational and multitasking capabilities.
Relish the opportunity to take on a new challenge.
Persevere and never give up no matter the situation or likelihood of failure.
Understand what motivates different stakeholders in an organization and quickly identify corporate political paradigms.
Enjoy getting to know strangers and can quickly adapt to any personality type.

Responsibilities

Serve as the primary advocate for enterprise accounts, guiding them from onboarding through their entire customer journey.
Establish authentic relationships with partners, building trust and credibility.
Leverage comprehensive product knowledge to help customers maximize value from Silna's solutions.
Identify and execute on expansion opportunities within the existing customer base.
Monitor account health and identify trends that drive customer success using an analytical mindset.
Take ownership of operations, examining processes from end-to-end to identify strategic improvements that drive sustainable organizational change.