Enterprise Customer Success Manager

The Enterprise Customer Success Manager at Suki is responsible for driving successful implementation and adoption of our AI solutions in major health systems. This involves developing strong client relationships, managing onboarding processes, analyzing customer metrics, and presenting performance reviews. You'll actively support clients to ensure alignment with their goals and help identify opportunities for expanded usage.

To be a successful Enterprise Customer Success Manager at Suki, candidates should possess 8+ years of enterprise customer-facing experience, particularly within healthcare SaaS. Strong communication and project management skills, along with a solid understanding of medical documentation and clinical workflows, are crucial. A background in consulting is considered a plus.

The Enterprise Customer Success Manager significantly contributes to Suki's mission by ensuring clients fully utilize our technologies to alleviate the administrative burden on clinicians. By actively engaging with key stakeholders and guiding them through our innovative solutions, you directly support our goal of transforming healthcare.

Suki stands out due to its commitment to user-driven technology and its innovative approach to solving complex healthcare challenges. As an Enterprise Customer Success Manager, you'll work alongside a passionate team of technologists and medical professionals, all dedicated to improving clinician workflows and delivering exceptional user experiences.

The salary range for the Enterprise Customer Success Manager position at Suki is between $135,000 and $165,000 in California, not including discretionary bonuses or equity options. Compensation is determined based on several factors, including skill set and experience.

To effectively manage relationships with key client stakeholders, I believe in establishing a clear communication plan, scheduling regular check-ins, and ensuring alignment on project goals. Building trust through transparency and timely updates ensures that clients feel valued and heard.

Handling conflicts during implementation requires active listening and empathy. I would first seek to understand the client's concerns, then collaborate on finding a resolution. By presenting data-backed solutions and involving all stakeholders in discussions, we can address issues efficiently.

In enterprise environments, I have managed multi-stakeholder programs, ensuring timely delivery of project milestones. By utilizing tools like Asana and Trello, I maintain visibility on progress while adjusting timelines and resources based on evolving needs.

My approach to onboarding emphasizes creating a user-friendly experience. I focus on personalized training sessions and providing easy-to-access resources, ensuring users feel confident in utilizing the technology from day one.

I analyze customer metrics by monitoring usage patterns and feedback scores to identify areas needing improvement. Regularly reviewing KPIs allows me to adjust our strategies, focusing on enhancing features that drive user satisfaction.

I have collaborated closely with technical teams to understand how our solutions integrate with EMRs. This experience has equipped me to effectively communicate with clients about setup requirements and address any challenges that may arise during integration.

To stay updated on healthcare industry trends, I regularly attend webinars, follow leading healthcare publications, and engage in professional networks. This helps me understand the regulatory changes and technological advancements that could impact my clients.

Customer success is crucial in the SaaS industry because it directly impacts user retention and satisfaction. By ensuring clients achieve their goals with our solutions, we build loyalty and advocacy, which drives long-term growth for the company.

I use visual storytelling techniques when presenting performance reviews, utilizing charts and dashboards to convey data insights clearly. I ensure the presentation aligns with clients' goals and include actionable recommendations based on the metrics we discuss.

To foster a culture of collaboration, I advocate for regular team meetings where we share experiences and success stories. Encouraging open communication through collaboration tools also promotes knowledge sharing and teamwork towards a shared vision.