Senior Manager, Customer Experience
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Job Description
Senior Customer Experience Manager scaling strategic physician accounts, retention, advocacy, and community programs. Bioscope.ai applies AI to clinical data for precision medicine.
Responsibilities:
- Maintain a strategic book of business focused on practices with multi-provider workflows, custom implementations, and ambitious growth plans
- Build deep relationships with a focused set of strategic clients
- Coach and develop the customer success management team through hands-on collaboration
- Operate the customer health framework to surface risks before escalation
- Run retention plays to keep accounts healthy
- Build an advocacy pipeline converting satisfied physicians into reference callers, case-study participants, speakers, and co-marketing partners
- Launch and manage a physician community including peer forums, clinical case discussions, a customer advisory board, and events or activities
- Own the budget for physician community programs
- Make onboarding, support, and proactive management repeatable and establish a time-to-value target
- Extend customer coverage to the forecasted pipeline of new clients
- Aggregate customer feedback into ranked, evidence-based themes for engineering planning
- Work alongside the VP of Customer Success and Operations to implement existing frameworks and build programs for the next stage
Requirements:
- 6+ years in customer success or customer experience
- A book of strategic accounts personally carried within the last two years
- Track record of turning a plan or framework into an implemented program with owners, cadence, and results
- Experience managing or mentoring external-facing teams
- Experience developing early-career professionals
- Experience building a client community, user group, advisory board, reference program, or event series
- Ability to take direction and return with a plan and results
- Ability to hold substantive conversations with physicians about clinical and business goals
- Comfort with shifting priorities in an early-stage company
- Nice to have: experience in healthcare, digital health, diagnostics, or genomics, especially with clinician end users
- Nice to have: experience running a customer advisory board, reference program, or practitioner network
- Nice to have: background in professional services or complex technical implementation
- Nice to have: comfort with CRM tooling and AI workflows
- Must answer whether employer sponsorship for a US work visa will be required
Benefits:
- Competitive base and performance bonus
- Meaningful early-stage equity
- Direct access to the founders and real influence on the product
- Health, dental, and vision benefits
- 401K and HSA contribution matches
- Genuine autonomy over how you run the function day to day
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