Customer Success Operations Manager

Rockstar is recruiting for a client that is a well-funded, seed-stage company tackling the primary care crisis. The client empowers Nurse Practitioners (NPs) to lead their own independent practices, keeping care local and closing the access gap. They are building a vertically integrated platform to help NP practices thrive as independent businesses, with solutions driven by data across patient engagement, revenue forecasting, care delivery, and community building. About the role The client is looking for a passionate Customer Strategy & Operations Manager to join the growing Operations team. This individual will be the go-to partner for NP practices, acting as a consultant and leading onboarding, ongoing growth, and ensuring each practice maximizes the value of the platform during the customer lifecycle. NP’s come to the platform at various stages of their business, and this role advises and supports them to become a thriving practice. Equal parts relationship-builder, trusted advisor, quantitative problem-solver, and strategic operator, this person will guide practices through transformation and help them achieve clinical, financial, and operational success. This role is perfect for someone who thrives in fast-paced, early-stage environments, enjoys wearing many hats, and knows how to keep a smile while driving outcomes. The ideal candidate is comfortable discussing finances, budgets and scenario-planning and delivering a strong point of view. Key Responsibilities Analytics & Insight Generation: Dive into raw practice data to identify key drivers, trends, and anomalies. Move beyond dashboards to answer ambiguous financial and operational questions. Dive into practice data to surface trends and opportunities. Financial & Operational Analysis: Structure and execute analyses across revenue, margins, capacity, and growth. Use analytical skills to tell a story and drive smarter decision-making. Customer Onboarding & Partnership: Be the face of the platform to new practices, guiding them through implementation and acting as their long-term strategic partner. Practice Enablement & Growth: Understand each practice’s goals and pain points, delivering tailored strategies that improve performance, grow patient panels, and unlock platform value. Create financial models and forecasts to provide visibility into a practice’s financial and operational health. Cross-functional Collaboration: Act as the voice of the customer, collaborating closely with Product, Billing, Clinical, and Engineering to advocate for customer needs and improve internal processes. Customer Advocacy & Retention: Own practice happiness. Track NPS, drive renewals, and spark referrals by delivering consistent value and building authentic relationships. Scalability & Best Practices: Partner with the Head of Customer Ops to build the playbook—developing templates, tools, and rituals that help scale Customer Success with heart and efficiency. What you bring 3–5+ years in a client-facing consulting, strategy & operations, or business operations role—ideally in a startup, healthcare, or consulting A proven ability to build trust quickly and manage relationships with warmth and clarity Strong analytical skills—comfortable in Excel/Sheets and not afraid of digging into data to find the story, including building and tweaking models and forecasts. SQL experience is a plus. Experience working in small or early-stage companies where agility, ambiguity, and experimentation were part of the day-to-day Bonus points for experience in primary care, value-based care, or tools like EHRs and billing systems Excellent communication and project management skills High EQ, low ego, and a bias toward action Who will thrive here Thoughtful relationship-builders who get energy from helping others succeed Operational doers who love structure but can flex when the playbook’s still being written Folks with a heart for healthcare and a head for business Self-starters who love learning, growing, and wearing multiple hats People who bring joy, humility, and hustle to their work Location & Compensation This role is hybrid out of NYC. The salary for this role is $140,000 per year plus equity. #J-18808-Ljbffr Rockstar