Associate 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.

What will you do everyday?

As an Associate Customer Success Manager you will collaborate closely with Enterprise Customer Success Managers to develop key skills that will enable you to grow at Suki and lead your own enterprise client engagements. Your primary role is to drive the successful implementation, deployment and adoption of Suki with our major health system clients. You will work closely with Enterprise Customer Success Managers to develop and maintain strong relationships with key client stakeholders, and ensure that Suki is delivering exceptionally well on key success metrics.You will be responsible for providing At The Elbow training for our end users, and engaging with practice managers and IT support teams to ensure Suki users are set up for success.

As a member of the Customer Success team, you will ensure strategic and tactical alignment, and manage on-time delivery across assigned functional areas with our clients and your Suki colleagues. You will be responsible for proactively identifying and driving the resolution of risks and issues, and developing creative solutions that will best meet the needs of our clients. Jointly with customer success team members, you will present periodic performance reviews to our clients and engage with them 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 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!

Key Responsibilities

• Executive-Level Presence and Communications:  Ability to communicate both internally and externally with professionalism in person, on video, on the phone, and over email with C-level executives, providers and colleagues.

• Adaptability : You thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact.

• High-Accountability:  You can be counted on to consistently deliver high-quality work.

• User-focused: You are obsessed with the customer experience. You can translate key consumer needs into business and product requirements. You have an innate understanding of user behavior, and ensure users are receiving 100% quality service. 

• 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.

• Travel:  You are willing to travel extensively (up to 50%, as needed) across the US to engage clients and deploy our products.

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

Qualifications

Required

• 3+ 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
• Creative problem solving skills
• Strong understanding of medical documentation and clinical workflows
• Proficient in Microsoft Office, Google Suite and Microsoft office.

*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: You’ll influence how nursing is represented in a category-defining AI product from day one.
• People: Work alongside technologists, clinicians, and industry leaders who deeply respect nursing.
• Momentum: Named by Fast Company as one of the most innovative companies and Google’s Partner of the Year for AI/ML.
• 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 $126,000 - $129,000. 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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