Senior Manager, Customer Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a strategic portfolio focused on practices that involve multi-provider workflows, tailored implementations, and ambitious growth strategies.

• Develop strong relationships with a select group of strategic clients.

• Mentor and enhance the capabilities of the customer success management team through active collaboration.

• Utilize the customer health framework to identify risks prior to escalation.

• Implement retention strategies to ensure account vitality.

• Create an advocacy pipeline that transforms satisfied physicians into reference callers, case-study contributors, speakers, and co-marketing collaborators.

• Initiate and oversee a physician community that includes peer forums, clinical case discussions, a customer advisory board, and various events or activities.

• Be responsible for the budget associated with physician community initiatives.

• Establish a repeatable onboarding, support, and proactive management process, along with setting a time-to-value objective.

• Extend customer engagement to the anticipated pipeline of new clients.

• Consolidate customer feedback into prioritized, evidence-based themes for engineering development.

• Collaborate with the VP of Customer Success and Operations to apply existing frameworks and develop programs for future growth.

⛳️ Requirements

• Over 6 years of experience in customer success or customer experience roles.

• A portfolio of strategic accounts managed personally within the last two years.

• Proven success in transforming a plan or framework into an actionable program with designated owners, timelines, and measurable outcomes.

• Experience in managing or mentoring teams that interact with clients.

• Background in nurturing early-career professionals.

• Proven experience in establishing a client community, user group, advisory board, reference program, or event series.

• Ability to follow directions and return with actionable plans and outcomes.

• Capability to engage in meaningful discussions with physicians regarding clinical and business objectives.

• Adaptability to shifting priorities in a startup environment.

• Preferred: experience in healthcare, digital health, diagnostics, or genomics, particularly with clinician end users.

• Preferred: experience in managing a customer advisory board, reference program, or practitioner network.

• Preferred: background in professional services or complex technical implementations.

• Preferred: familiarity with CRM tools and AI workflows.

• Must clarify whether employer sponsorship for a US work visa will be necessary.

🏝️ Benefits

• Competitive base salary along with a performance bonus.

• Significant early-stage equity opportunities.

• Direct access to the founders and the ability to influence product development.

• Comprehensive health, dental, and vision insurance benefits.

• 401K and HSA contribution matching.

• Genuine autonomy in daily operations of the function.