Senior Manager, Customer Experience

Bioscope.ai, Inc.; Northern (KY); Hybrid; USD 110,000 - 165,000; Full time

Job summary

Bioscope.ai, Inc. is seeking a strategic Customer Success leader to own a growing book of business with physicians and multi-provider practices. You will guide onboarding, retention, and advocacy programs while partnering with the VP of Customer Success and Operations to scale the platform.

You will coach a CSM team, drive life-cycle engagement, and turn client insights into measurable product improvements, all within a remote US-friendly setting.

Qualifications

• 6+ years in customer success or customer experience, with strategic accounts you’ve carried.
• Proven implementation track record turning plans into programs with owners & cadence.
• Leadership of external-facing teams and mentoring early-career colleagues.
• Experience building communities such as user groups, advisory boards, or reference programs.
• Ability to take direction and deliver plans with measurable results autonomously.
• Credibility in discussing clinical and business goals with physicians.
• Calm under shifting priorities and product-market evolution.

Responsibilities

• Maintain a strategic book of business with depth in multi-provider practices.
• Coach and develop the customer success team through hands-on guidance.
• Own retention by managing health framework and proactive plays.
• Turn advocacy into a scalable program and pipeline with reference capabilities.
• Launch a physician community including forums, advisory boards, and events.
• Make onboarding and proactive management repeatable with real value delivery.
• Capture client signals and convert them into ranked, actionable product insights.

Skills

Customer success

Implementation

Leadership

Community-building

Autonomy

Credibility

Composure

Tools

CRM tooling

Job description

About Bioscope.ai

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.

The Opportunity

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.

What You’ll Do

• 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.

What We Look For

• 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.

Location

Remote, open across the US.

What We Offer

• Competitive base and performance bonus.

• Meaningful early-stage equity.

• Direct access to the founders and real influence on the product.

• Health, dental, and vision benefits.

• 401K and HSA contribution matches.

• Genuine autonomy over how you run the function day to day.