Manager, Customer Strategy & Operations

About the role

The client, a seed‑stage health‑tech company, is building a platform that empowers Nurse Practitioners to run independent primary‑care practices. As the Customer Strategy & Operations Manager you will act as a trusted advisor to these practices, guiding them through onboarding, growth, and long‑term platform adoption.

Key responsibilities

• Analyze raw practice data to uncover trends, drivers, and opportunities that inform strategic recommendations.
• Conduct financial and operational analyses covering revenue, margins, capacity, and growth, and translate findings into actionable insights.
• Lead the onboarding experience for new practices, serving as the primary point of contact throughout implementation.
• Develop tailored enablement plans, financial models, and forecasts to help practices expand patient panels and improve profitability.
• Collaborate with Product, Billing, Clinical, and Engineering teams to voice customer needs and improve internal processes.
• Own practice satisfaction metrics (NPS, renewals, referrals) and drive retention through consistent value delivery.
• Partner with the Head of Customer Ops to create scalable playbooks, templates, and tools for the Customer Success function.

Required profile

• 3‑5+ years of experience in client‑facing consulting, strategy, or operations roles.
• Comfortable discussing finances, budgets, and scenario planning with senior stakeholders.
• Strong quantitative problem‑solving skills and ability to communicate complex analysis clearly.
• Proven ability to thrive in fast‑paced, early‑stage environments and wear multiple hats.

Required skills