Enterprise Customer Success Manager

Silna; New York (NY); On-site; USD 130,000 - 185,000; Full time

Benefits offered by this job

401k

Unlimited PTO

Competitive compensation & benefits

Job summary

Silna is seeking an Enterprise Customer Success Manager to lead our largest customer relationships from onboarding through the entire lifecycle. You will drive retention, expansion, and satisfaction while delivering strategic insights and product expertise.

We value a healthcare-focused mindset, strong relationship-building, and the ability to manage multiple high-priority initiatives in a fast-paced SaaS environment. This on-site role in Manhattan offers competitive compensation and benefits.

Qualifications

• 3-5 years of customer success experience in a high-growth SaaS company.
• 2+ years managing enterprise customers with six-figure contracts.
• Proven track record of growing enterprise relationships.
• Strong project management and multi-priority initiative handling.
• Excellent communication with both technical and non-technical stakeholders.

Responsibilities

• Enterprise Management: be the primary advocate for enterprise accounts from onboarding through the full journey.
• Establish trust and credibility with partners in healthcare-focused environments.
• Provide product expertise to help customers maximize Silna’s platform value.
• Identify and execute on expansion opportunities in the existing customer base.
• Monitor account health and analyze trends to drive customer success outcomes.
• Own end-to-end operations to identify strategic process improvements.

Skills

Customer Success

Enterprise Accounts

Project Management

Communication

Stakeholder Engagement

Job description

About The Role

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 - 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.

About Silna

Healthcare is obsessed with optimizing a broken system. We're making sure it never breaks. Silna Health attacks the root cause of denied claims: the fragmented, incompatible systems that govern prior authorizations, eligibility verification, and benefit checks, turning workflows that used to take days into decisions made in minutes, before care is ever delivered. We work across behavioral health, physical health, ambulatory care, and post-acute care, where administrative failure doesn't just cost money; it can delay or deny patient access entirely. We're backed by Accel and Bain Capital Ventures, and we're building fast.

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

Compensation Range: $130K - $185K