Senior Manager, Customer Experience

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.

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.