Enterprise Customer Success Manager

We'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 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