Customer Success Manager

What we want to accomplish and why we need you

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. Come and join us! 

We are a user-driven company and are committed to making sure every pixel of our product is in service of the doctors. We’re a team of technologists, clinicians, and industry experts working together to push the limits on technology used in medicine. We’re confident enough to move fast and talented enough not to break things. Check out this short video to learn more about our mission and our culture.

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.

What will you do every day?

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.

Key Responsibilities

• 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.

Qualifications

Required:

• 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.

Strongly Preferred:

• Clinical Knowledge: Strong understanding of medical documentation and clinical workflows.
• Revenue Growth: Previous experience managing revenue targets or expansion quotas.
• Consulting experience.

*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.

Why you’ll love working at Suki

• Impact: Influence how AI is represented in a category-defining product.
• Momentum: Join Google’s Partner of the Year for AI/ML and a Fast Company Most Innovative Company.
• Scale: Backed by top-tier investors with $165M raised and a massive market opportunity ahead.

Suki is an Equal Opportunity Employer committed to building a diverse, inclusive workplace that reflects the communities we serve.

In compliance with the State of California Pay Transparency Law, the OTE  for this role is between $125,000 - $150,000. This range is not inclusive of any discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.

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