Enterprise Customer Success Manager - Partners

Remote, US

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, retention and expansion for their book of business, and make Suki's platform customers successful.

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 & Technical Partnership: Have a working knowledge 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

• 8+ 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.
• Experience in the Health Tech, EMR, or Digital Health space.
• 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

• Proven experience in managing channel partnerships or solutions that are resold, licensed, or embedded by a strategic customer.
• 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.

In compliance with the State of California Pay Transparency Law, the base salary range for this role is between $165,000 - $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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