Customer Success Analyst II (SFBAY ONLY)

What we want to accomplish and why we need you

Suki is a leading technology company that provides AI voice solutions for healthcare. Its mission is to reimagine the healthcare technology stack, making it invisible and assistive to lift the administrative burden from clinicians. Its flagship product is Suki Assistant, an AI assistant that uses generative AI to automatically create clinical documentation by ambiently listening to patient-clinician conversations. Suki helps clinicians complete notes 72% faster on average, assists with other tasks including coding and answering questions, and generates incremental revenue for organizations, delivering a 9X ROI in year 1. Suki also offers its proprietary AI and speech platform, Suki Platform, to partners who want to create best-in-class ambient and voice experiences for their solutions.  Clinicians that use Suki already spend over 70% less time on administrative tasks, and we’re striving to do even better. Come and join us! 

We are a user-driven company and are committed to making sure every pixel of our product is in service of the doctors. We’re a team of technologists, clinicians, and industry experts working together to push the limits on technology used in medicine. We’re confident enough to move fast and talented enough not to break things. Check out this short video to learn more about our mission and our culture.

Job Title: Senior Business Analyst – Customer Success

About the Role

We are looking for a data-savvy Storyteller to join our Analytics team. While our Engineering team builds the pipelines, you will be the bridge between the data and the customer.

In this role, you won't just report numbers; you will explain what they mean. You will dig into complex datasets from our Strategic Accounts, identify trends in usage and adoption, and craft compelling narratives that prove the ROI of Suki. You will empower our Customer Success Managers with the insights they need to drive retention and expansion.

Key Responsibilities

Data Storytelling & Client Insights

• Analyze usage patterns, adoption trends, and user behavior to identify "At-Risk" accounts before they churn.
• Design and build high-impact Quarterly Business Review (QBR) decks that clearly demonstrate value (ROI) to Executives.
• Translate complex data into simple, actionable insights for non-technical stakeholders.

Strategic Analysis

• Act as the "Data Detective" for our complex strategic accounts, investigating anomalies in usage or drop-offs in engagement.
• Partner with Customer Success Managers to define success metrics for new pilots and track progress against them.
• Develop and maintain the "ROI Calculator" methodology, ensuring our value assumptions remain defensible and grounded in data.

Dashboarding & Enablement

• Build and maintain intuitive dashboards in Tableau that allow CSMs to self-serve answers to common client questions.
• Collaborate with the Data Engineering team to define requirements for new data tables or metrics needed for business analysis.

Qualifications

• Experience: 4+ years as a Business Analyst, Data Analyst, or Strategy Consultant, preferably in B2B SaaS or Healthcare.
• Storytelling: Exceptional ability to visualize data. You know the difference between a "chart" and an "insight." Expert proficiency in Google Slides is required.
• Tooling: Strong proficiency in SQL (you can query the data yourself) and Tableau (you can build the dashboard).
• Analytical Mindset: You are curious. When you see a number drop, you don't just report it—you dig in to find out why.
• Communication: Comfortable presenting findings to internal leadership and occasionally joining external client calls to explain methodologies.
• Bonus: Experience working with healthcare data (EHRs, Claims) or usage-based SaaS metrics.

Why This Role Matters

Suki is poised for exponential growth, and our Analytics function is evolving from a reactive reporting team to a proactive intelligence engine. You will play a pivotal role in this transformation. By moving us beyond simple CSV exports and into deep, strategic analysis, you will help us predict churn before it happens and identify expansion opportunities we would have otherwise missed. You are building the analytical brain that will guide our Customer Success strategy as we scale.

Tell me more about Suki

• On a roll: Named by Fast Company as one of the m