Oncology CX Lead & Enablement Manager

Flatiron Health, Inc.; North Carolina; Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Flexible work hours

Comprehensive compensation package

401(k) contribution

Mental well-being tools

Parental benefits

Travel support

Job summary

Flatiron Health, Inc. is seeking a Manager, Customer Experience to lead a team of Customer Success Specialists focused on post-signature enablement, onboarding, and fast time-to-insight.

You will own playbooks, drive process improvements, and collaborate with KM for platform automation while ensuring high-touch client support across RWE solutions. Hybrid work model with home and 3 office days, a comprehensive benefits package, and a clear path to impacting cancer care through optimized customer

Qualifications

• 4+ years in Customer Success, CX, Enablement, or Support Ops.
• 1–2+ years of direct people management experience.
• Experience documenting playbooks and partnering with technical teams.
• Comfortable learning oncology data models and translating details for clients.
• Passionate about delivering exceptional customer experiences and using data for improvements.
• Familiar with CX platforms (Zendesk, Jira, Okta, Airtable) and AI-assisted workflows.

Responsibilities

• Lead a team of Customer Success Specialists handling post-signature enablement workflows.
• Develop and maintain CX playbooks and SOPs for workflow consistency.
• Identify bottlenecks and partner on automation with KM for new workflows.
• Oversee high-touch client support, staffing, and cross-functional coordination.
• Direct frontline support triage and route complex queries to SMEs.
• Lead client onboarding and data training programs.

Skills

People management

Customer success

Process improvement

Playbook creation

Onboarding

Training

Data-driven

Zendesk

Jira

Okta

Airtable

Tools

Zendesk

Jira

Okta

Airtable

Job description

Flatiron Health, Inc. is seeking a Manager, Customer Experience to lead a team of Customer Success Specialists focused on post-signature enablement, onboarding, and fast time-to-insight.

You will own playbooks, drive process improvements, and collaborate with KM for platform automation while ensuring high-touch client support across RWE solutions. Hybrid work model with home and 3 office days, a comprehensive benefits package, and a clear path to impacting cancer care through optimized customer