Enterprise Customer Success Manager, Suki for Partners
About the position 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
- 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.
Requirements
- 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 Nice-to-haves
- Experience in the Health Tech, EMR, or Digital Health space.
- Consulting or services experience & advanced degree preferred Apply tot his job
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