Manager, CX Enablement - Oncology Onboarding & Support

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

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.