Senior Manager, Customer Experience

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Customer Experience based in the United States.

The Senior Manager, Customer Experience will shape the client experience for an innovative AI-driven healthcare technology platform supporting precision medicine. This role combines strategic account management, customer success leadership, and program development in a fast-growing, early-stage environment. You will manage relationships with forward-thinking physicians and medical practices while building scalable programs that improve onboarding, retention, and long-term engagement. Working closely with the VP of Customer Success and Operations, you will coach team members, strengthen customer advocacy, and establish a physician community that encourages collaboration and knowledge sharing. You will also turn client feedback into actionable insights that guide product development and business priorities. This is an opportunity for a proactive leader who enjoys combining hands-on client relationships with building the processes and programs needed to support sustainable growth.

As Senior Manager, Customer Experience, you will manage strategic client relationships while implementing repeatable programs that improve customer outcomes across the business. Your responsibilities will include:

• Manage strategic accounts: Own a portfolio of key clients, particularly practices with multiple providers, customized workflows, and ambitious growth plans, while building trusted long-term relationships.

• Coach and develop the team: Work closely with Customer Success Managers to strengthen their skills through hands-on guidance, mentorship, and practical collaboration.

• Drive retention and customer health: Implement and maintain a customer health framework, identify risks early, and execute proactive strategies to improve satisfaction and retention.

• Build customer advocacy programs: Develop a structured pipeline that turns satisfied physicians into reference customers, case study contributors, speakers, and co-marketing partners.

• Develop the physician community: Launch and manage peer forums, clinical case discussions, a customer advisory board, and physician events, including ownership of the associated budget.

• Standardize customer experience processes: Make onboarding, support, and proactive account management more consistent and scalable, establish time-to-value targets, and prepare processes to support an expanding client base.

• Improve product feedback loops: Consolidate customer feedback into prioritized, evidence-based insights that help engineering teams plan improvements and make informed product decisions.

• Collaborate with leadership: Work alongside the VP of Customer Success and Operations to implement existing frameworks, measure outcomes, and develop new programs as the business grows.

Requirements:

The ideal candidate combines strong customer success expertise with practical program implementation, people leadership, and the ability to operate autonomously in a rapidly evolving environment. The following qualifications and skills are expected:

• At least 6 years of experience in customer success or customer experience, including direct ownership of strategic accounts within the past two years.

• Proven ability to turn strategies and frameworks into functioning programs with clear ownership, consistent operating rhythms, and measurable results.

• Experience managing or mentoring customer-facing teams, including developing early-career professionals.

• Demonstrated ability to build customer communities, user groups, advisory boards, reference programs, or recurring customer events.

• Strong autonomy and accountability, with the ability to translate broad direction into actionable plans and deliver results independently.

• Excellent relationship-building and communication skills, with the credibility to engage physicians on their clinical priorities and business goals.

• Composure and adaptability in an early-stage company where priorities evolve and processes are still developing.

• Ability to balance hands-on strategic account management with broader program ownership and team development.

Additional experience that would be valuable includes:

• Background in healthcare, digital health, diagnostics, or genomics, particularly in roles serving clinicians.

• Experience managing customer advisory boards, reference programs, or professional practitioner networks.

• Experience in professional services or complex technical implementations.

• Familiarity with CRM platforms and the ability to use AI-powered workflows to improve efficiency and scale operations.

Benefits:

• Competitive base salary and performance-based bonus.

• Meaningful equity in an early-stage company.

• Remote work flexibility, open to candidates across the United States.

• Health, dental, and vision benefits.

• 401(k) matching and Health Savings Account (HSA) contribution matching.

• Direct access to company founders and meaningful influence on product development.

• Significant autonomy in managing day-to-day responsibilities and shaping the customer experience function.

• Opportunity to help build scalable customer programs in an innovative healthcare AI environment.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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