About the Role
We are seeking a Strategy Manager/ Sr. Business Analyst to support the evolution and scaling of Customer Success across a growing portfolio of AI-driven healthcare clients.
This role sits at the intersection of CX analytics, process improvement, and client-facing team enablement. You will work closely with CX leadership and client facing engineering teams to bring structure, consistency, and insight to Client's Current State Assessments (CSA), churn risk analysis, KPI tracking, and CX operations.
The ideal candidate is comfortable working with data, improving and standardizing existing frameworks, and translating customer signals into practical CX processes, templates, and recommendations that support client-facing teams.
Core Responsibilities:
1. Current State Assessment, KPI, Risk and Data Analysis
- Support and evolve the CSA (Customer Success Assessment) framework across clients. Synthesize qualitative and quantitative inputs into clear customer health summaries
- Identify client pain points, needs, and risks, and develop sprint processes and workflow improvements to address them
- Measure CX hygiene across clients and delivery teams. Support analysis of structured and unstructured data (e.g., usage data, call transcripts)
- Analyze results to identify gaps, trends, and improvement opportunities
- Share insights and recommendations with CX leadership and client-facing teams on a regular basis and implement them end-to-end in collaboration with CX leadership and engineering teams.
2. Playbooks, Process Improvement, Program Management
- Build, refine, and maintain CX templates, playbooks, and handbooks, informed by internal learnings and market research
- Standardize CSA, onboarding, and redesign PM tools for client management by recommending automated smart tools to improve existing CX processes and make them more repeatable and scalable
- Support prioritization frameworks that help client-facing teams focus on high-impact work
What Success Looks Like
- Current State Assessment for each client is standardized
- CX hygiene across clients is measurable and visible
- CX templates and playbooks are actively used by client-facing teams
- CX KPIs are clearly defined, tracked, and regularly reviewed
- CX leadership has better visibility into customer health and delivery trends
Qualifications
- Experience in Management Consulting, Strategy & Operations
- Strong analytical skills and deep data background with responsibility to also leverage AI to automate a lot of this work.
- Strong PM Skills & client consulting experience.
- Experience improving processes, templates, or operating models
- Ability to work across teams and manage multiple priorities
- Strong written and verbal communication skills
- Comfortable operating in fast-paced, evolving environments
Nice to Have
- Experience in US healthcare, health tech, or regulated environments
- Experience working with CX functions and KPIs, or customer health frameworks
- Exposure to AI-driven or data-heavy products & Tools
Why This Role Matters
This role will help bring consistency, insight, and structure to how Customer Experience operates at scale. You will support CX leadership and client-facing teams by improving how customer health is measured, how insights are surfaced, and how CX processes are applied day to day.
