Customer Operations Associate working closely with Customer Success Managers to ensure customer success in AI - powered user research. Collaborating with engineering teams and advocating for users.
About the role
- Customer Strategy & Operations Manager for a healthcare startup empowering Nurse Practitioners. Guiding onboarding and growth of practices to maximize platform value throughout the customer lifecycle.
Responsibilities
- Dive into raw practice data to identify key drivers, trends, and anomalies. Move beyond dashboards to answer ambiguous financial and operational questions.
- Structure and execute analyses across revenue, margins, capacity, and growth. Use analytical skills to tell a story and drive smarter decision-making.
- Be the face of the platform to new practices, guiding them through implementation and acting as their long-term strategic partner.
- Understand each practice’s goals and pain points, delivering tailored strategies that improve performance, grow patient panels, and unlock platform value. Create financial models and forecasts to provide visibility into a practice’s financial and operational health.
- Act as the voice of the customer, collaborating closely with Product, Billing, Clinical, and Engineering to advocate for customer needs and improve internal processes.
- Own practice happiness. Track NPS, drive renewals, and spark referrals by delivering consistent value and building authentic relationships.
- Partner with the Head of Customer Ops to build the playbook—developing templates, tools, and rituals that help scale Customer Success with heart and efficiency.
Requirements
- 3–5+ years in a client-facing consulting, strategy & operations, or business operations role—ideally in a startup, healthcare, or consulting
- A proven ability to build trust quickly and manage relationships with warmth and clarity
- Strong analytical skills—comfortable in Excel/Sheets and not afraid of digging into data to find the story, including building and tweaking models and forecasts. SQL experience is a plus.
- Experience working in small or early-stage companies where agility, ambiguity, and experimentation were part of the day-to-day
- Bonus points for experience in primary care, value-based care, or tools like EHRs and billing systems
- Excellent communication and project management skills
- High EQ, low ego, and a bias toward action
Job title
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Experience level
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Degree requirement
No Education Requirement
Tech skills
Location requirements
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