About the RoleWe're expanding our Customer Success team and seeking an exceptional Enterprise Customer Success Manager to join our growing organization and elevate our customer experience. As a CSM at Silna, you'll work to drive retention, expansion and customer satisfaction while managing our most valuable enterprise relationships. If you're energized by creating impactful processes and have a talent for building lasting customer partnerships, this role is designed for you.
Key Responsibilities- Enterprise Management: You'll be the primary advocate for our enterprise accounts, guiding them from onboarding through their entire customer journey with us. This role combines strategic thinking, problem-solving, and relationship building.
- Establish trust and credibility: Healthcare is built on trust, and you'll be responsible for establishing authentic relationships with our partners.
- Product Expert: When customers need insights about Silna's platform, your comprehensive product knowledge will help them maximize value from our solutions.
- Sales-forward mindset: Silna's existing customer base has myriad routes for expansion. Identifying and executing on expansion opportunities is a core competency for this role.
- Analytics Specialist: You'll leverage your analytical mindset to monitor account health and identify trends that drive customer success.
- Systems Thinker: You take ownership of our operations, examining processes from end-to-end to identify strategic improvements that drive sustainable organizational change.
Required Qualifications:- 3-5 years of experience in Customer Success experience in a high-growth SaaS company
- 2+ years managing Enterprise Customers (six figure contracts)
- Proven track record of managing and growing enterprise relationships
- Strong project management skills with experience handling multiple concurrent high-priority initiatives
- Excellent communication skills - spiking on the ability to build relationships - with the ability to engage effectively with both technical and non-technical stakeholders
- Ability to work from the Silna office in Manhattan 5 days/week.
Preferred Qualifications- Healthcare technology industry experience
- Experience with complex technical workflows
- Demonstrated success in driving account expansion and upsell opportunities
The Ideal Candidate Will Demonstrate- Natural relationship-building abilities and excellent interpersonal skills
- Ability to thrive in ambiguous situations and create structure where none exists
- Strong initiative and self-motivation to identify and pursue opportunities independently
- Ability to quickly establish rapport with anyone in a new environment
- Strategic thinking with a focus on driving business outcomes
- Exceptional organizational and multitasking capabilities
What Sets You Apart- You relish the opportunity to take on a new challenge
- You persevere and never give up no matter the situation or likelihood of failure
- You understand what motivates different stakeholders in an organization and quickly identify corporate political paradigms
- You enjoy getting to know strangers and can quickly adapt to any personality type.
What We Offer- A rapid-paced work environment with an incredibly enthusiastic and motivated team.
- The opportunity to work with customers that actually love the product.
- The ability to work on a technology that is materially improving health outcomes
- Competitive compensation and benefits package
- 401k
- Unlimited PTO
