Snapshot:
At Suvoda, customer success isn’t just about providing technology—it’s about partnership. Every day, Suvoda’s teams work closely with sponsors and CROs to understand their goals, anticipate challenges, and deliver solutions that help clinical trials run smoothly. Two Suvoda leaders, Kelsey Yocum, Customer Success Manager, and Shivanni Sukha, Program Manager in Customer Success, give an inside look at how Suvoda supports customers and what makes that approach different from other technology partners.
Kelsey and Shivanni agree that much of Suvoda’s strength lies in how teams work together internally to make customers’ lives easier.
As a program manager, Shivanni sees herself as “a connector on everything that impacts the client.” She sees her role as a two-way bridge, “I keep an eye out for things internally that the client might need to know and make sure I’m also representing their voice inside Suvoda. I also find that we are connectors between departments within sponsor teams as well, especially in key moments like kick off, go-live, or unblinding.” She explained that she often brings together cross-functional sponsor stakeholders including data management, clinical operations, statistics, drug supply, and CRO project management to help gain clarity and alignment where there might not have been before.
Kelsey, who has supported both sponsor and CRO clients, agreed that collaboration drives success.
“We work across departments constantly—both at Suvoda and across teams and functions within sponsors—with careful listening, solutioning, and aligning on what each client truly needs. Every sponsor has different goals, and it’s our job to make sure we have a clear path forward.”-Kelsey Yocum
Customer Success Manager
The reward for that collaboration often shows up in the difference it makes for customers and their sites.
Kelsey described moments at investigator meetings that highlight that impact. “When I’m talking with a site that’s never seen our platform before and show them how quickly and automatically things can happen, they'll often say, ‘This is going to change the way we do clinical research.’ It’s gratifying to see that immediate relief, knowing the platform will make their day-to-day work smoother and more efficient.”
Shivanni sees that same effect when problem-solving in real time. “Every day, we’re helping customers address whatever may arise—big or small—whether that’s navigating a protocol change or connecting them to a new idea that moves their study forward. Each step helps remove obstacles so they can focus on running their trials successfully.”
What also sets Suvoda apart, both agreed, is the willingness to ask thoughtful, sometimes even challenging, questions and work alongside customers to explore the best course of action even when it may not be the easiest.
“We’re not just here to say yes.” Kelsey said. “Sometimes we need to dig deeper and think through how certain choices might affect the trial later on. It’s about thoughtful collaboration making sure decisions made today set up success down the road. ”
Shivanni shared a similar perspective. “I think clients appreciate it when we take the time to ask, ‘Is this going to serve your goals in six months? Or is this a temporary band aid for something we should address at the root cause?’ Those conversations can help us innovate together and find solutions that truly support their long-term objectives for their trial.”
For both Kelsey and Shivanni, Suvoda’s service philosophy comes down to being open-minded, purposeful, and compassionate. Each client is different, and every trial requires a slightly different approach.
“I always try to put myself in the customer’s shoes. That perspective helps guide every decision—from how we communicate, to how we design a process.”-Shivanni Sukha
Program Manager
That mindset extends to how Suvoda supports sites and patients as well. “We’re always asking how we can take as much burden as possible off of the site,” Kelsey said. “That means making sure they have the right training, the right information, and the right tools so they can focus on the work that matters most. When sites feel supported, customers come back to us because they know we make their jobs easier.”
Both leaders agreed that this balance of creativity and purpose defines Suvoda’s approach. “We’re willing to consider processes we haven’t before,” Shivanni said. “But we’re also intentional about how we go about it. That’s what keeps us grounded in what’s best for the customer and their patients.”
Both Kelsey and Shivanni see Suvoda’s services teams as an extension of the company’s culture: collaborative, curious, and deeply committed to each customer’s mission.
“Our clients recognize that we listen,” Kelsey said. “They see that we’re dedicated to hearing their voice and turning feedback into action.”
Shivanni added, “Suvoda is full of people who genuinely care. We don’t just deliver technology, we partner with our customers to make sure every decision supports the bigger picture.”
For the people behind the Suvoda Platform, success isn’t measured just by timelines or data points, but by the relationships built and the confidence earned along the way.