Senior Director Customer Success

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.

About the Role:

As Senior Director, Customer Success, you will be responsible for the Customer Success function for both SMBs and Groups and Enterprise customers.  You and your team will be responsible for the successful implementation, user training and adoption of Suki as well as user retention and expansion across your broad client portfolio. You will also be responsible for Suki’s Customer Success processes, establishing new standard approaches in some areas and continuously improving upon others.  You are naturally a hands-on leader and will directly manage some clients in addition to managing a team.

You are an outstanding leader and role model, and are passionate about creating a collaborative, high-performance culture.  You bring exceptional strategic thinking and tactical management skills, and are able to adeptly manage many competing priorities.  You have experience in client services, and will strive to deliver excellent service, quality, and value to all customers.  You are adept at developing and maintaining strong relationships with key client stakeholders, and exhibit customer empathy in every engagement.  You are excited to join a health-tech startup, and ready to take on exciting new challenges in the months and years ahead!

Responsibilities and expectations include but are not limited to:

• Strategic Thinking: You bring a strong strategic orientation to all decisions
• Emotional Intelligence:  You have high EQ and thrive on bringing out the best in your team  
• 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
• Operator Mindset: Ability to manage a portfolio of customers and related metrics for adoption, experience and business financials. 
• Adaptability:  You thrive in a fast-moving organization that uses light-weight process and cutting-edge technology to have a huge impact
• High-Accountability:  You can be counted on to consistently deliver with excellence
• User-focused: You are obsessed with the customer experience; you have an innate understanding of user behavior, and ensure users are receiving 100% quality service
• 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 translate that into education to our enterprise clients and end users. Strong preference for experience with clinical workflows. 
• Travel:  You are willing to travel extensively to meet with customers
• Flexibility: You will need to work flexible hours based upon client’s and teams’ schedules in different time zones across the US, and be willing to do what it takes to create high customer satisfaction

Requirements:*

• 12+ years of experience managing healthcare clients, with a strong preference for those with enterprise SaaS experience for in healthcare technology
• Experience managing an overall portfolio of customers (adoption, experience, revenue, margins, retention and NRR)  in the post sales phases of customer lifecycles.
• Proven experience developing and managing high-performance teams
• Exceptional communication, presentation, and conflict resolution skills
• Ability to think critically, prioritize effectively and communicate expediently
• Continuous process improvement experience and mindset
• Ability to manage and influence through persuasion, negotiation, and consensus-building
• Strong project management and organization skills
• Creative problem solving skills
• Preference for a deep understanding of provider, nursing and healthcare workflows. 

*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.

Tell me more about Suki

• On a roll: Named by Fast Company as one of the most innovative companies, named Google’s Partner of the Year for AI/ML, named by Forbes as one of the top 50 companies in AI .
• 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 his practice.
• 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 $235,000 and $265,000 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.