Manager, Customer Experience

Flatiron Health; Durham (NC); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Flexible work hours

Flexible paid time off

401(k) contribution

Financial planning resources

Mental well‑being tools

Parental benefits

Path to parenthood programs

Travel support

Job summary

Flatiron Health is seeking a Manager, Customer Experience to lead a team of Customer Success Specialists and drive post‑signature enablement. You will own onboarding, data trainings, and rapid time‑to‑insight through streamlined CX workflows and documentation.

You’ll partner with medical and product teams to improve support operations, optimize processes, and deliver exceptional customer experiences at scale.

Qualifications

• 4+ years of experience in Customer Success, Customer Experience, Client Enablement, or Support Operations in RWD/RWE, pharmaceutical or healthcare industry.
• 1–2+ years of direct people management experience, with a track record of coaching team members and driving operational excellence.
• Demonstrated ability to document operational playbooks and partner with technical teams to implement process improvements.

Responsibilities

• People Management: Direct, coach, and develop a team of Customer Success Specialists handling post-signature support operations, client training logistics, and offline question support.
• Playbook Ownership: Document, refine, and maintain operational playbooks and SOPs for CX workflows to ensure team alignment and operational consistency.
• Process Optimization & Automation: Identify operational bottlenecks in CX touchpoints; partner with KM to propose business requirements for platform automations and adopt updated workflows.
• Knowledge Distribution & Customer Touchpoints: Oversee client support activities with cross-functional staffing and high‑value customer interactions; frontline support triage; onboarding & data trainings.
• Continuous Improvement Loop: Capture recurring questions and trends; feed insights to Knowledge Center articles; monitor CSAT/NPS and communicate feedback to guide roadmaps.

Skills

Customer Success

Customer Experience

Client Enablement

Support Operations

Tools

Zendesk

Jira

Okta

Airtable

Job description

Reimagine the infrastructure of cancer care within a community that values integrity, inspires growth, and is uniquely positioned to create a more modern, connected oncology ecosystem. We’re looking for a Manager, Customer Experience to help us accomplish our mission to improve and extend lives by learning from the experience of every person with cancer. Are you ready to be the next changemaker in cancer care?

What You’ll Do

The Global Evidence Enablement team empowers Flatiron’s clients and internal teams with the knowledge required to confidently unlock the full value of our complex real-world evidence (RWE) solutions. Within Enablement, the Customer Experience (CX) function owns Knowledge Distribution—driving post‑signature customer engagement, frontline support operations, onboarding programs, and training delivery. As the Manager of the Customer Experience function, you will lead a team of Customer Success Specialists responsible for post‑signature enablement workflows. You will bridge customer needs with seamless onboarding, rapid time‑to‑insight, and exceptional support. In addition, you will:

• People Management: Direct, coach, and develop a team of Customer Success Specialists handling post‑signature support operations, client training logistics, and offline question support.
• Playbook Ownership: Document, refine, and maintain operational playbooks and standard operating procedures (SOPs) for CX workflows to ensure team alignment and operational consistency.
• Process Optimization & Automation: Identify operational bottlenecks in CX touchpoints; partner with the Knowledge Management (KM) function to propose business requirements for platform automations (e.g., ticket routing, automated user access) and adopt updated automated workflows.

Knowledge Distribution & Customer Touchpoints

• High‑Touch Enablement: Oversee execution of dedicated client support activities, ensuring proper cross‑functional staffing (Research Oncologists, Research Scientists, Product) and high‑value customer interactions.
• Frontline Support: Manage offline question support triage system, ensuring rapid SLAs and routing complex scientific or data queries to appropriate SMEs or cross‑functional leads.
• Client Onboarding & Data Trainings: Lead the execution of customer data training programs and new‑user onboarding journeys.

Continuous Improvement Loop

• Feedback‑to‑Documentation Flywheel: Systematically capture recurring questions and support trends, feeding structured insights to support the creation of Knowledge Center articles.
• Customer Voice & Metrics: Oversee customer satisfaction tracking (NPS, CSAT, post‑training surveys). Analyze trends and communicate structured customer feedback to inform roadmap priorities.

Who You Are

You’re a kind, passionate and collaborative problem‑solver who values the opportunity to think beyond the way things are. In addition, you’re a customer‑obsessed, operationally minded leader with 4+ years transforming customer interactions into structured operational improvements and experience managing frontline teams.

• 4+ years of experience in Customer Success, Customer Experience, Client Enablement, or Support Operations in RWD/RWE, pharmaceutical or healthcare industry.
• 1–2+ years of direct people management experience, with a track record of coaching team members and driving operational excellence.
• Demonstrated ability to document operational playbooks and partner with technical teams to implement process improvements.
• Comfortable learning complex oncology data models, methodology concepts, and software tools, with a knack for translating technical nuance into clear client communications.
• Passionate about delivering exceptional customer experiences; skilled at leveraging quantitative data to identify systemic improvements.
• Experience with or eagerness to learn customer support and enablement platforms (e.g., Zendesk, Jira, Okta, Airtable) and AI‑assisted workflow tools.

Where You’ll Work

In this hybrid role, you’ll have a defined work location that includes work from home and 3 office days set by you and your team. For more information on our approach to hybrid work, please visit the how we work website.

Life at Flatiron

At Flatiron Health, we offer a full range of benefits to support you and your loved ones so you can focus your working hours on improving cancer care and accelerating cancer research, and your non‑working hours on everything else life has to offer:

• Work/life autonomy via flexible work hours and flexible paid time off
• Comprehensive compensation package
• 401(k) contribution to help you reach your retirement planning goals
• Financial health resources including 1:1 financial advice
• Mental well‑being tools and services
• Parental benefits and policies including family‑building care and generous leave
• Path to parenthood programs supporting fertility, adoption and surrogacy
• Travel support for safe healthcare services

In addition to our robust benefit offerings, visit our Life at Flatiron page to learn how we support continuous learning and celebrate inclusion and belonging in the workplace.

Flatiron Health is proud to be an Equal Employment Opportunity employer.

We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.