Enterprise Customer Success Manager, Suki for Partners

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 for Clinicians, 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 A, 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.

About the Role:

As an Enterprise Customer Success Manager (Platform), you will be responsible for the entire post sales lifecycle of our most strategic, technically-oriented platform customers. This role requires a unique blend of strategic partnership management, channel development expertise and technical acumen.

You will be the key orchestrator, driving the successful co-creation of solutions using Suki's APIs/SDKs, ensuring our customers are fully enabled to market and sell those joint solutions, and ultimately overseeing the successful adoption and value realization for the customer's end-users (our partners' customers). Throughout the client relationship, you will present periodic performance reviews and engage with our clients on opportunities to expand usage and value in partnership.  You are able to analyze customer metrics, craft high-impact client presentations, and drive rapid progress against our goals.

As part of our growing Platform Customer Success team, you will also be responsible for improving existing processes and developing new approaches to create high levels of client and user satisfaction.  You will also engage with Marketing on opportunities to increase user engagement and provide structured customer insights to our Product team to inform future innovation.  You are excited to join the fast-moving Suki team, and committed to excellence!

Responsibilities and expectations include but are not limited to:

Account Management: Be the overall quarterback of “Suki for Partners” (platform) accounts to manage relationships, drive adoption and make Suki’s platform customers successful.  

Adoption Strategy: Develop and execute post-launch adoption strategies to drive usage and satisfaction among the platform customer's end-users.

Expansion & Retention: Drive platform stickiness, secure renewals, and own the revenue targets for upsell and expansion within the existing customer portfolio.

Executive communication & Business Reviews: Conduct regular, sophisticated business reviews focused not just on Suki's platform usage, but on the customer's revenue growth and end-user adoption of the joint solution with C-level executives and senior leaders.

Solution Understanding: Have a basic understanding of platform architectures to be able to partner closely with customer product/engineering teams and Suki’s Solutions engineering team and manage relationships with our platform customers. 

Partner Enablement: Collaborate with the Suki’s partner enablement & customer’s sales, marketing, and channel teams to build training programs, collateral, and success stories that effectively position and sell the jointly-developed solution.

Flexibility: You will need to work flexible hours based upon client’s and providers’ schedules in different time zones across the US.

Qualifications & Experience

Required

• 5+ years of experience in an Enterprise Customer Success, Technical Account Management, or Strategic Partner Success role, preferably within a B2B SaaS, API, or Platform-focused company.
• Technical fluency with comfort discussing software development cycles, API integration, SDK implementation, and complex data flows. Ability to read and understand technical specifications is a must.
• Proven experience in managing channel partnerships or solutions that are resold, licensed, or embedded by a strategic customer.
• Demonstrated ability to drive significant business outcomes (revenue, scale, efficiency) for large, complex enterprise customers.
• Exceptional communication, presentation, and executive-level relationship management skills
• Bachelors in engineering, science or a technical discipline

Preferred

• Experience in the Health Tech, EMR, or Digital Health space.
• Consulting or services experience & advanced degree preferred 

*Not sure if you meet all of the qualifications? We don’t expect every candidate to have done everything listed above, but you should be able to make a credible case that you meet most of the criteria and are ready for the challenge of adding new technologies to your résumé.

This position can be remote and supports team members with clients across the United States. You are welcome to visit and/or work out of our office in Redwood City, California. One week a year, we gather for a company-wide retreat. Quarterly, we gather for an in-person working session at/near our office.

Tell me more about Suki

• On a roll: Named by Fast Company as the Next Big Thing in Tech, by Comparably for the Best Leadership Team, by Frost & Sullivan for a Technology Innovation Leadership award, just to name a few.
• Great team: Founded, managed, and backed by successful tech veterans from Google and Apple and medical leaders from UCSF and Stanford. We have technologists and doctors working side-by-side to solve complex problems.
• Great investors: We’re backed by Venrock, First Round Capital, Flare Capital, March Capital, Hedosophia and others. With our $165M raised so far, we have the resources to scale.
• Huge market: Disrupting a massive, growing $30+ billion market for transcription, dictation, and order-entry solutions. Our vision is to become the voice user interface for healthcare, relieving the administrative burden on doctors instead of adding to it.
• Great customers: Our solutions are used in health systems and clinics across the country, supporting clinicians across dozens of specialties.  Check out what one of our users says about how Suki has helped given her a sense of balance.
• Impact: You’ll make an impact from day one. You’ll join a team working towards a shared purpose with a culture built upon deep empathy for doctors and passion for making their lives better.

Suki is an Equal Opportunity Employer. We are dedicated to building a company that fosters inclusion and belonging and reflects the diverse communities we serve across the country. We know we are stronger this way and we look forward to growing our team with these shared values.  

In compliance with the State of California Pay Transparency Law, the base salary range for this role is between $150,000 - $180,000 OTE in CA. 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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