Enterprise Customer Success Manager

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.

Responsibilities

• Enterprise Management: Primary advocate for enterprise accounts, guiding them from onboarding through the entire customer journey.
• Establish trust and credibility: Build authentic relationships with healthcare partners.
• Product Expert: Provide comprehensive product knowledge to help customers maximize value from Silna's platform.
• Sales‑forward mindset: Identify and execute expansion opportunities within the existing customer base.
• Analytics Specialist: Leverage analytical mindset to monitor account health and identify trends that drive success.
• Systems Thinker: Own operations, examine end‑to‑end processes, and drive strategic improvements for sustainable change.

Required Qualifications

• 3–5 years of experience in Customer Success at a high‑growth SaaS company.
• 2+ years managing enterprise customers with six‑figure contracts.
• Proven track record of managing and growing enterprise relationships.
• Strong project management skills handling multiple concurrent high‑priority initiatives.
• Excellent communication and relationship‑building abilities 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.

Ideal Candidate

• Natural relationship‑building abilities and excellent interpersonal skills.
• Thrives in ambiguous situations and creates structure where none exists.
• Strong initiative and self‑motivation to identify and pursue opportunities independently.
• Quickly establishes rapport in new environments.
• Strategic thinker focused on driving business outcomes.
• Exceptional organizational and multitasking capabilities.

What Sets You Apart

• Relishes taking on new challenges.
• Perseveres and never gives up, regardless of situation or likelihood of failure.
• Understands stakeholder motivations and quickly identifies corporate political paradigms.
• Enjoys getting to know strangers and can adapt to any personality type.

About Silna

Healthcare is obsessed with optimizing a broken system. 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. Backed by Accel and Bain Capital Ventures, we’re building fast.

Benefits

• Rapid‑paced work environment with an enthusiastic, motivated team.
• Opportunity to work with customers who love the product.
• Ability to work on technology that materially improves health outcomes.
• Competitive compensation and benefits package.
• 401(k) plan.
• Unlimited PTO.

Pay

Compensation Range: $130K – $185K