Customer Success Program Management Lead, Suki

• Education: Bachelor’s degree required
• 6+ experience in operations, strategy, or project management roles, or any role that has managed processes end-to-end
• Proven ability to manage complex projects and drive initiatives to successful completion
• Experience with workforce optimization, quality frameworks, and KPI development preferred
• Strong analytical, communication, and interpersonal skills, with the ability to influence stakeholders at all levels
• Project management skills, with a keen ability to think critically, prioritize effectively, and communicate expediently
• Fantastic organizational skills and great follow through on tasks with attention to detail
• Exceptional written and verbal communication skills
• Ability to think critically, prioritize effectively, problem solve creatively, and communicate expediently
• Proficient in Microsoft Office, Google Suite, Atlassian, and Microsoft office
• Growth mindset to learn new skills in a fast paced environment

Desirable

• The Customer Success team at Suki is a strategic, cross-functional group responsible for ensuring the successful adoption, retention, and growth of our clients and partners (enterprise healthcare provider organizations)
• We act as trusted advisors to our customers - clinicians, administrators, and healthcare executives - helping them realize the full value of Suki in streamlining documentation and improving workflow efficiency
• To ensure long-term success and strong partnerships, the team delivers personalized engagement with key stakeholders throughout the customer journey
• As a member of the Customer Success team, you will be responsible for leading strategic initiatives for the Customer Success team, managing a team of specialists, supporting key Enterprise Customer deployments, and serving as the key point-of-contact for our Business Operations team in India
• You will be a player-coach, driving execution, operational efficiency and quality outcomes for the organization including supporting key enterprise deployments yourself
• You will report to the Director of Customer Success and be responsible for managing complex, cross-functional projects – from defining scope and timelines to overseeing development, implementation, and stakeholder communication
• Program Managers ensure that initiatives are delivered on time, within scope, and on budget
• You will lead meetings, document requirements, coordinate across teams, and resolve project issues to keep work on track
• Strong communication skills are essential, as this role serves as the primary liaison between internal teams, vendors, customers, and leadership
• You’ll own strategic programs that enhance operational efficiency, manage quality assurance efforts, and support workforce optimization, all while seeking ways to improve both customer and internal team experiences
• You and your team will help drive customer projects from deployment and pilot phases through expansion
• Working closely with Customer Success leads on each account, your team may support initiatives such as project coordination and documentation, planning, scheduling, tracking client health, and establishing processes to enhance the customer experience all with an eye toward scalability and automation
• We’re looking for a mission-driven, highly motivated team member who is excited by the opportunity to support the scale of an evolving operation and shares our vision of reducing the administrative burden on providers
• Manage Customer Specialist and Business Operations teams within Customer Success, overseeing execution and coordination of cross-functional initiatives
• Foster a culture of collaboration, accountability, and continuous improvement across teams
• Act comfortably as a player-coach and manage and develop team members in both the US and India, building capacity for long-term organizational success
• Facilitate knowledge sharing and ensure consistency and scalability in program management methodologies and best practices
• Travel during team offsites and quarterly meetings
• Work flexible hours based upon customers’ and team’s schedules in different time zones across the US and India
• Lead the planning, execution, and successful delivery of cross-functional projects and strategic initiatives, ensuring alignment with key objectives
• Collaborate with stakeholders to define project scope, objectives, timelines, and resource needs
• Monitor and report on project progress, addressing risks and issues proactively to ensure successful completion
• Organize existing RFP Customer Success responses, and create initial RFP responses for review by CS Leadership
• Facilitate better integration and alignment between functions and teams, including Operations, Customer Success, Implementation, Product, Data & Insights, and Marketing in both the US and India
• Oversee tactical projects such as customer/partner integration mapping, and administrative set up, such as onsite scheduling and coordination
• Maintain and continuously improve tools and processes to support scalability and efficiency, including platforms such as Gainsight, Salesforce, and others as needed
• Act as a trusted advisor to the Customer Success leadership and team, providing insights, analysis, and recommendations to support strategic decision-making
• Collaborate with teams across Sales, Product, Customer Success, and other departments to align initiatives in support of our customers and company priorities
• Develop, implement, and monitor strategies that drive operational and commercial success, ensuring alignment with organizational goals
• Partner with our SVP of Customer Success and analytics teams to design and implement dashboards and key performance indicators (KPIs) for our customers and associated functions within tools such as Gainsight and Salesforce
• Conduct root cause analyses and recommend solutions to improve efficiency, quality, reduce costs, and enhance customer and customer experiences
• Update and maintain robust internal Suki knowledge base and work with members across Customer Success to ensure documentation is relevant and up to date
• Prepare professional, concise presentations on projects and initiatives for the executive team
• Communicate complex ideas and project updates in a manner suitable for a C-suite audience
• Translate complex ideas into digestible and actionable data points for frontline Customer Success team members