Enterprise Customer Success Manager (EST/CST Remote)

Suki

7h•$150,000 - $180,000•Remote

About The Position

Suki is a healthcare technology company that provides AI voice solutions designed to reduce clinicians’ administrative work. Its products include Suki Assistant, which creates clinical documentation by listening to patient-clinician conversations, and Suki Platform, which partners can use to build ambient and voice experiences. The Enterprise Customer Success Manager drives the implementation, deployment, and adoption of Suki with major health system clients. The role develops relationships with key stakeholders, aligns client and internal teams, manages delivery and onboarding, monitors success metrics, and proactively addresses risks and issues. The manager conducts onboarding for enterprise end users, presents periodic performance reviews, and partners with clients to expand product usage and value. The role also owns renewal and expansion revenue, including forecasting and delivering against quarterly and annual targets. It analyzes customer metrics, prepares client presentations, improves customer success processes, works with Marketing to increase user engagement, and shares structured customer insights with Product. The position can be remote, serves clients across the United States, requires flexible hours according to client and provider schedules, and may involve travel up to 50% on average. Team members may visit or work from the Redwood City, California office; the company holds an annual retreat and quarterly in-person working sessions.

Requirements

At least 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, including the ability to manage commercial levers, pricing strategies, and complex negotiations.
Experience managing large, multi-stakeholder programs; healthcare IT delivery experience is preferred.
Creative problem-solving skills.
Strong understanding of medical documentation and clinical workflows.
Proficiency in Microsoft Office and Google Suite.
Ability to work flexible hours based on client and provider schedules across different U.S. time zones.
Willingness to travel extensively, up to 50% on average as needed.
High accountability, adaptability, attention to detail, and a strong focus on customer experience.
Ability to translate user needs into business and product requirements and to learn the product and its EMR integrations.

Nice To Haves

Prior consulting experience.
Bachelor of Science in Clinical Informatics, Engineering, or a similar field.
MBA or MHA.

Responsibilities

Drive successful implementation, deployment, and adoption of Suki with major health system clients.
Develop and maintain strong relationships with key client stakeholders and ensure Suki delivers against success metrics.
Ensure strategic and tactical alignment and manage on-time delivery across client and internal functional teams.
Proactively identify and resolve risks and issues, developing solutions that meet client needs.
Manage client onboarding and conduct onboarding for enterprise end users.
Present periodic performance reviews and partner with clients on opportunities to expand usage and value.
Analyze customer metrics, prepare high-impact client presentations, and drive progress against goals.
Own renewal and expansion revenue, including competitive renewals, upsells, and cross-sells; collaborate on commercial strategy and forecast revenue metrics against quarterly and annual targets.
Improve existing processes and develop new approaches to increase client and user satisfaction.
Work with Marketing on user engagement opportunities and provide structured customer insights to the Product team.
Develop a deep understanding of Suki products and their EMR integrations, and educate enterprise clients and end users.
Travel across the United States as needed to deploy products, potentially up to 50% on average.