Customer Success Analytics & Operations Manager

About Nirvana

At Nirvana, we’re transforming insurance benefit verification, one of healthcare’s most complex and opaque processes. By applying machine learning and AI, we help care providers verify coverage seamlessly from patient intake through ongoing care, saving time, reducing errors, and improving access to treatment.

We work with leading healthcare organizations including LifeStance Health, Modern Health, and Headspace, and are backed by top-tier investors such as Inspired Capital, Eniac Ventures, and Surface Ventures.

Our mission goes beyond software: we’re building the trust layer in healthcare by bringing transparency to costs and coverage, easing financial anxiety for patients and providers alike.

About the Role

Nirvana is seeking a Customer Success Analytics + Operations Manager to help scale our team by owning the operational and analytical foundation that enables our Enterprise CSMs. This role will take ownership of data cleanup, technical analysis, and reporting, allowing CSMs to focus on strategic growth, relationship building, retention, and expansion, while also helping scale Customer Success operations as the company grows.

Reporting to our Director of Customer Success, you’ll partner closely with Customer Success, Sales, Product, and other cross-functional teams to ensure data integrity, deliver actionable insights, and continuously improve workflows. This is a highly hands on role requiring comfort with ambiguity and a collaborative, team-oriented mindset.

What You’ll Do

• Partner with Enterprise CSMs to provide ad hoc analysis that informs account strategy and prioritization

• Own data quality, cleanliness, and consistency across Customer Success systems

• Perform ongoing data cleanup and technical analysis to support enterprise customer management

• Build and maintain reports and dashboards related to customer health, adoption, renewals, and risk

• Identify gaps and inefficiencies in CS workflows and recommend operational improvements

• Act as a point of collaboration between Customer Success, go-to-market operations/sales and Product

• Balance independent ownership with close collaboration across teams to solve shared problems

What We’re Looking For

• 3+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or a related analytical role

• Experience supporting Customer Success teams in B2B SaaS or in enterprise environments with compliance or regulatory requirements

• Strong analytical skills with the ability to translate data into clear, actionable insights

• Hands-on experience with CRM and Customer Success tools (e.g., Salesforce, Tableau)

• Expertise in Excel/SQL

• Comfort working with evolving systems and imperfect data in a scaling organization

• Ability to operate independently while collaborating closely with cross-functional partners

Helpful but Not Required

• Experience at a fast-paced or early stage startup

• Experience in healthtech or healthcare environments

• Exposure to enterprise customers or go-to-market operations

Additional Details

• Compensation range: $100K-115K base salary

• Location: New York City (Hybrid, 3 days in office)

How We Support You

• Medical, dental, vision, and 401(k)

• Hybrid, dog-friendly NYC office (3 days per week)

• Unlimited PTO

• $1,000 annual mental health & wellness benefit

• Fully stocked office kitchen

• Remote home office support

• Open-door, highly collaborative culture