Senior Manager, Customer Experience

Bioscope AI

8h•Remote

About The Position

Bioscope.ai is an early-stage AI company building the clinical intelligence layer for precision medicine. Our platform ingests whole-genome sequencing, microbiome and metabolomic analysis, labs, wearables, and full medical records, then applies advanced AI on top of it. The result is a virtual colleague that helps physicians connect signals no one could hold in their head at once. This is a rare thing in customer experience: clients who move as fast as we do. The physicians who choose Bioscope are among the most forward-leaning in their field, and they push us as hard as we push the product. Concierge, longevity, and functional medicine practices are built around depth — smaller patient panels, more time per patient, insight patients can't get elsewhere. Our clients are the ones taking that furthest. Keeping pace with them is the work. You'll carry a strategic book of business and help build the programs that serve the whole client base as it grows: onboarding, customer health, the physician community, and turning advocacy into a real pipeline. Much of the framework already exists. Your job is to implement it well, own the outcome, and build what the next stage needs alongside the VP of Customer Success and Operations.

Requirements

6+ years in customer success or customer experience, including a book of strategic accounts you've personally carried within the last two years.
A track record of implementation. You've taken a plan or a framework and turned it into a program that ran - with owners, cadence, and results. You know that a system nobody maintains is worse than no system at all.
Leadership. You've managed or mentored external-facing teams, and you've taken someone early in their career and made them good.
Community instinct. You've built something that brought clients together - a user group, an advisory board, a reference program, an event series. You know a community you don't feed becomes a room nobody enters.
Autonomy. You take a direction and come back with a plan and results, not questions.
Credibility. Our users are physicians running demanding practices. You can hold a real conversation about their clinical and business goals, and say "I don't know, let me find out" without losing the room.
Composure. We're a year in and the product has been in market six months. Priorities shift. That energizes you.

Nice To Haves

Experience in healthcare, digital health, diagnostics, or genomics, especially with clinician end users.
Experience running a customer advisory board, reference program, or practitioner network.
Background in professional services or complex technical implementation.
Comfort with CRM tooling and with using AI workflows to create leverage instead of headcount.

Responsibilities

Maintain a strategic book of business. You'll carry a book alongside the rest of the team, weighted toward practices with multi-provider workflows, custom implementations, and ambitious growth plans. These relationships are yours personally - creating depth with a focused set of clients, alongside the programs that serve everyone.
Coach and develop the team. You'll work alongside our CSM team as the person they learn the craft from. Teaching by working next to someone, not by assigning and reviewing.
Own retention. Operate the health framework so risk surfaces before it becomes an escalation, then run the plays that keep accounts healthy.
Turn advocacy into a program. Build the pipeline that moves a satisfied physician to reference call, case study, speaker, and co-marketing partner. You should know who will take a reference call next week, and have the clinical story written before sales needs it.
Launch the physician community. Peer forums, clinical case discussions, a customer advisory board, and events or activities for physicians who want access to each other as much as to us. The models are designed; you'll make them real and own the budget behind them.
Make onboarding, support, and proactive management repeatable. Take a motion that currently runs bespoke and turn it into something anyone on the team can deliver, with a real time-to-value target. Then extend coverage to the forecasted pipeline of new clients.
Bring product the signal, not the noise. Aggregate what clients actually tell us into ranked themes with evidence behind them, on a cadence engineering can plan against.