Customer Operations Manager

Tempus AI, Inc.; Chicago (IL); On-site; USD 60,000 - 100,000; Full time

Benefits offered by this job

Incentive compensation

Restricted stock units

Medical benefits

Job summary

Tempus AI, Inc. is seeking a Manager for Customer Success to lead a team of 7–12 professionals, focusing on tactical and strategic elements of customer success.

You will ensure operational excellence, drive customer satisfaction, and collaborate with internal teams to enhance service delivery through data-driven improvements. This role requires travel up to 15% and Illinois salary range is $60,000–$100,000, with actual pay based on qualifications and experience.

Qualifications

• Bachelor’s degree required.
• 3+ years in customer success, client services, or similar role.
• Healthcare, life sciences, or technology industry experience preferred.
• Strong analytical and communication skills.

Responsibilities

• Lead a team of 7–12 CS professionals with coaching and development.
• Drive strategic initiatives to improve customer experience and operations.
• Oversee KPI programs and ensure targets for satisfaction and turnaround time.
• Serve as primary escalation point for high-urgency issues and cross‑functional resolutions.
• Champion process improvements to automate workflows and reduce turnaround times.
• Collaborate with Product to advocate for needed product developments.
• Use data to identify gaps in performance and coach accordingly.
• Build strong relationships with key clients and regional teams.
• Mentor leaders to grow their own teams and careers within the organization.

Skills

Analytical skills

Customer success experience

Stakeholder management

Communication

Education

Bachelor’s degree

Tools

Looker

Salesforce

BI platforms

Job description

Passionate about precision medicine and advancing the healthcare industry? Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real‑world evidence to deliver real‑time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time. As the Manager, Customer Success, you will lead and mentor a team of skilled professionals, focusing on both the tactical and strategic elements of customer success. You will ensure operational excellence, drive customer satisfaction, and collaborate with internal teams to continuously enhance our service delivery model.

This position requires travel up to 15% of the time, depending on location and regional needs.

$60,000 - $100,000. The expected salary range above is applicable if the role is performed from Illinois and may vary for other locations. Actual salary may vary based on qualifications and experience.

Responsibilities

• Lead a team of 7‑12 customer success professionals, including individual contributors and emerging leaders, through hiring, training, performance reviews, coaching, and career development.
• Drive strategic initiatives that optimize customer experience and operational efficiency, collaborating with key stakeholders such as Product, Lab, Marketing, Sales, and Legal to streamline processes and remove roadblocks.
• Oversee the implementation and continuous improvement of KPIs and performance metrics, ensuring the team meets or exceeds goals related to customer satisfaction, turnaround time, and service quality.
• Serve as the primary escalation point for complex and high‑urgency issues, working cross‑functionally to resolve escalations and provide a seamless customer experience.
• Champion process improvement initiatives, identifying opportunities to automate workflows, reduce turnaround times, and enhance overall efficiency in service delivery.
• Collaborate with the Product team to advocate for necessary product developments and enhancements that scale with customer needs, ensuring feedback loops and prioritization align with business goals.
• Use a data‑driven approach to identify gaps in individual and team performance, adapting strategies and coaching methods to continuously improve outcomes.
• Foster strong relationships with key clients, ensuring their regional needs are met, and proactively identifying opportunities to strengthen customer loyalty and satisfaction.
• Mentor and coach team members in leadership roles, helping them develop skills necessary for managing their own teams and driving their career growth within the organization.

Qualifications

• Bachelor’s degree required.
• 3+ years of experience in customer success, client services, or a similar customer‑facing role.
• Demonstrated success in healthcare, life sciences, or technology industries is highly preferred.
• Strong analytical skills, experience leveraging data tools such as Looker, Salesforce, and other BI platforms is a plus.
• Excellent communication and relationship‑building skills, with the ability to influence stakeholders and have critical conversations.
• Strong organizational skills, with the ability to manage multiple priorities and teams in a dynamic environment.
• Bias for action, with a proven ability to navigate complexity and deliver results in a competitive and evolving market.

Benefits

Tempus offers a full range of benefits, which may include incentive compensation, restricted stock units, medical and other benefits depending on the position.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.