Sr. Manager, Customer Operations & Strategy

About Serif Health

At Serif Health, we are taking the complexity out of the cost of healthcare. Our mission is to make healthcare pricing and contracting more transparent, easier to understand, fairer, and ultimately more affordable for all. New price transparency regulations have made a wealth of healthcare pricing and reimbursement data publicly available for the first time, but it is still extremely hard to ingest, organize, and actually use this data to understand the cost of care. That’s where we come in. Serif Health is building healthcare price intelligence data products and APIs to power the future of more transparent healthcare.

Our world class team aggregates, enhances, and distributes trillions of healthcare pricing data points each month for over 300 B2B & Enterprise customers. Thanks to our tight focus and high level of expertise, we have strong paid customer traction, high NPS and inbound referral rates, and a top 1% balance sheet.

We are excited to add new team members motivated by our mission, passionate about making a difference in healthcare, and who have a track record of being the best at what they do.

What You'll Do

As a member of the Customer Operations & Strategy team at Serif Health, you will play a critical role in engaging with our 200+ active customers, driving key initiatives to support the company’s scaling efforts, and leading cross-functional initiatives across data, revenue, product, and engineering. You will also play a key role in defining and executing the growth strategy for Serif Health’s new verticals.

You will wear a lot of different hats and manage stakeholders across multiple customer organizations. We are seeking collaborators who thrive in fast-paced environments, enjoy working directly with customers, and love solving ambiguous, data-rich problems to untangle healthcare pricing and make an impact.

Primary responsibilities: 

• Own existing customer relationships
  • Drive relationships with existing customers to ensure customer satisfaction, success, and retention
  • Build strong relationships to drive referrals, references, and upsells
  • Create compelling visualizations and summaries to support customer conversations, executive briefings, and strategic initiatives
  • Identify themes from customer support issues to guide data and product development in roadmap discussions 
  • Manage customer support issues from intake to resolution to build strong data foundation and product understanding
  • Directly collaborate with customers on data projects to build new Serif Health IP (e.g., custom reports and insights)
• Build new customer success best-in-class practices
  • Build account management playbooks to grow spend and share of wallet over time
  • Surface trends in data gaps or inconsistencies and suggest product development opportunities
  • Support ad-hoc strategic initiatives led by company leadership, including special projects with the CEO or CTO
• Help develop new Serif Health verticals (e.g., life sciences, employers)
  • Contribute to product and data evolution required to support new accounts (e.g., ‘net cost recovery’ models for buy-and-bill drugs, ‘network pricing & disruption reporting’ for employers / brokers)
  • Demonstrate data capabilities & platform live for prospects interested in learning more about Serif Health
  • Deliver data samples, case studies, and example analytics to showcase potential ROI for key sales opportunities
  • Contribute research and content to key marketing initiatives (e.g., blogs, customer testimonials, and social media posts)

What We Expect

Our ideal candidate will have:

• 3-5 years of Experience: Demonstrated success in a professional role (e.g., analytics, consulting, health tech, finance, etc.), ideally in a healthcare-focused field
• High Ownership and Drive: A self-starter mentality with a strong sense of ownership and hustle to drive outsized outcomes; An ability to work independently, move quickly with accuracy, and self-manage for high impact in a small team environment
• Strong Data and Analytics Acumen: Extreme proficiency with tools like Excel, SQL, and crafting reports from complicated, ambiguous datasets; Comfort working with large-scale datasets
• Proficiency with AI-backed workflows: Actively integrates AI to maximize efficient completion of tasks (e.g., ‘vibe-coding’ product mockups, creating content / copy)
• Excellent Communication Skills: Superior written and verbal communication skills, capable of articulating complex ideas to diverse audiences effectively
• High Attention to Detail: Expertise in managing dozens of active customer situations simultaneously, with a keen eye for speed and quick cycle times
• Passion for Healthcare: Passion for problem solving and increasing affordability & transparency in the US healthcare market

What We Offer

At Serif Health, we value our team and are committed to providing a rewarding and supportive work environment. As a part of our team, you will enjoy:

• Competitive Compensation: A competitive salary with the opportunity to earn performance-based raises and equity options
• Comprehensive Benefits: Including health, dental, and vision insurance to keep you and your family healthy
• Unlimited PTO: Generous unlimited paid time off to help you balance work and life
• Quarterly Team Off-Sites: Regular team-building retreats and off-sites to foster collaboration and camaraderie