Customer Success Operations Manager

Job Title: Customer Success Operations Manager
What we want to accomplish and why we need you

Suki is a leading technology company that provides AI voice solutions for healthcare. Its mission is to reimagine the healthcare technology stack, making it invisible and assistive to lift the administrative burden from clinicians. Its flagship product is Suki Assistant, an AI assistant that uses generative AI to automatically create clinical documentation by ambiently listening to patient-clinician conversations. Suki helps clinicians complete notes 72% faster on average, assists with other tasks including coding and answering questions, and generates incremental revenue for organizations, delivering a 9X ROI in year 1. Suki also offers its proprietary AI and speech platform, Suki Platform, to partners who want to create best-in-class ambient and voice experiences for their solutions.  Clinicians that use Suki already spend over 70% less time on administrative tasks, and we're striving to do even better. Come and join us 

We are a user-driven company and are committed to making sure every pixel of our product is in service of the doctors. We're a team of technologists, clinicians, and industry experts working together to push the limits on technology used in medicine. We're confident enough to move fast and talented enough not to break things. Check out this short video to learn more about our mission and our culture.

About the Role

We are looking for a highly motivated and strategic Customer Success Operations Manager to help build the CS operations function from the ground up. This role will be central to driving operational excellence, creating scalable processes, defining metrics and OKRs, and enabling data-driven decision-making across our Customer Success organization. You will partner closely with CS leadership to deliver insights, build a robust data infrastructure, and ensure our teams can proactively drive customer impact.

Key Responsibilities

CS Operations & Process Excellence:

• Lead and manage a team based in India, providing mentorship, guidance, and support.
• Help build the CS operations function from scratch, including frameworks for processes, governance, and performance tracking.
• Design, implement, and continuously improve CS playbooks to drive forecasting accuracy, expansion rigor, account management and renewals.
• Establish and govern CS OKRs and develop transparent dashboards to ensure alignment with company goals.

Data Infrastructure & Management:

• Define requirements and hire a Data Engineer to build and maintain clean, reliable, and scalable data pipelines.
• Ensure data integrity across Big Query, Salesforce, Gainsight and other CS tools.
• Partner with cross-functional teams to integrate disparate data sources and build a single source of truth for CS analytics.

Analytics & Insights:

• Build and maintain a Customer 360 view in Tableau, providing a unified perspective on the entire customer portfolio through commercial, usage, adoption, and expansion data.
• Partner with CS leadership to translate the Customer 360 insights into actionable recommendations, including churn risk analysis, adoption/utilization trends, and health score modeling.
• Conduct ad-hoc analyses to inform strategy, identify growth opportunities, and support decision-making across the CS organization.

Tooling & Systems Ownership:

• Own CS tools such as Gainsight and Salesforce, ensuring adoption, accuracy, and optimal configuration.
• Identify opportunities for automation, workflow optimization, and system enhancements to drive operational efficiency.

Qualifications

• Bachelor's degree in a quantitative field; advanced degree preferred (MBA, MS in Data/Analytics, or similar).
• 6+ years of experience in Customer Success Operations, Business Operations, or a related function in SaaS/AI-native companies.
• Strong expertise in Salesforce, Gainsight, Tableau, and other analytics/BI tools.
• Proven track record of building operations functions, defining metrics, and establishing governance frameworks.
• Experience in designing and analyzing dashboards that influence business outcomes.
• Hands-on experience with data infrastructure, ETL pipelines, and managing analytics teams.
• Excellent problem-solving, analytical, and communication skills, with the ability to influence cross-functional stakeholders.
• Comfortable operating in a fast-paced, dynamic environment with ambiguity.

Tell me more about Suki

• Series D raised
• On a roll: Announced major partnerships with Google
• Great team: Founded, managed and backed by successful veterans of Google and Apple in tech and UCSF and Stanford in medicine.  We have technologists and doctors working side by side to solve difficult problems.
• Great investors: We're backed by Venrock, First Round Capital, Flare Capital, March Capital, Hedosophia and others. With our $165M raised so far, we have the resources to scale.
• Huge market: Disrupting a massive, growing $30+ billion market for transcription, dictation and order entry solutions - our vision is to become the voice user interface for healthcare, bringing innovation that relieves the administrative burden on doctors instead of adding to it.
• Great customers: Help our doctors save time in their day so they can focus on providing great care.
• Impact: A fun and exciting start-up culture that empowers its people to make a huge impact.

Suki is an Equal Opportunity Employer. We are dedicated to building a company that fosters inclusion and belonging and reflects the diverse communities we serve across the country. We know we are stronger this way and we look forward to growing our team with these shared values.

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