Customer Success Program Management Lead

Summary

Join Suki, a leading AI voice solutions company in healthcare, as a Program Manager in the Customer Success team. You will lead strategic initiatives, manage a team of specialists, support key enterprise customer deployments, and serve as the main contact for the Business Operations team in India. Responsibilities include managing complex cross-functional projects, fostering team collaboration, and ensuring project delivery on time and within budget. You will also act as a trusted advisor to leadership, providing insights and recommendations for strategic decision-making. The role involves driving operational efficiency, improving processes, and enhancing customer experiences. This remote position offers flexible hours and requires strong communication, analytical, and project management skills.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

• Advanced degree (e.g., MBA, MHA) or PMP certification preferred
• 2+ years of experience in management
• Experience managing tools like Salesforce or Gainsight

Benefits

• This position can be remote and supports team members across the United States and India
• You are welcome to visit and/or work out of our office in Redwood City, California
• One or two weeks a year, we gather for a company-wide onsite
• We may also gather for a Customer Success in-person working session at/near our office up to two additional weeks per year