Senior Manager, Customer Experience

Jobgether; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work flexibility across the US

Health, dental, vision benefits

401(k) matching

Equity in an early-stage company

Direct access to founders

Job summary

Jobgether is seeking a Senior Manager, Customer Experience in the United States to shape the client experience for an AI-driven healthcare platform. You will lead strategic accounts, build scalable onboarding and retention programs, and coach a growing customer-success team.

Responsibilities include developing physician communities, driving customer advocacy, and turning feedback into actionable product insights in a fast-moving early-stage environment.

Qualifications

• 6+ years in customer success or customer experience with strategic accounts ownership.
• Ability to turn strategies into functioning programs with clear ownership and rhythm.
• Experience mentoring customer-facing teams and developing practitioners.
• Proven ability to build customer communities, advisory boards, and events.
• Strong autonomy and accountability; translate direction into actionable plans.
• Excellent relationship-building and communication with clinical audiences.
• Comfort in an early-stage environment with evolving priorities.

Responsibilities

• Own a portfolio of key accounts and foster long-term relationships.
• Coach Customer Success Managers through mentorship and collaboration.
• Implement a customer health framework to improve retention and satisfaction.
• Develop advocacy programs turning physicians into reference customers.
• Launch and manage physician communities, advisory boards, and events.
• Standardize onboarding, support, and proactive account management.
• Improve product feedback loops to guide engineering priorities.
• Collaborate with VP to measure outcomes and build new programs.

Skills

Strategic accounts

Customer success

Team leadership

Program development

Communication

Autonomy

Mentoring

Stakeholder management

Tools

CRM software

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Customer Experience based in the United States. The Senior Manager, Customer Experience will shape the client experience for an innovative AI-driven healthcare technology platform supporting precision medicine. This role combines strategic account management, customer success leadership, and program development in a fast-growing, early-stage environment. You will manage relationships with forward-thinking physicians and medical practices while building scalable programs that improve onboarding, retention, and long-term engagement. Working closely with the VP of Customer Success and Operations, you will coach team members, strengthen customer advocacy, and establish a physician community that encourages collaboration and knowledge sharing. You will also turn client feedback into actionable insights that guide product development and business priorities. This is an opportunity for a proactive leader who enjoys combining hands-on client relationships with building the processes and programs needed to support sustainable growth.

Accountabilities

• Manage strategic accounts: Own a portfolio of key clients, particularly practices with multiple providers, customized workflows, and ambitious growth plans, while building trusted long-term relationships.
• Coach and develop the team: Work closely with Customer Success Managers to strengthen their skills through hands-on guidance, mentorship, and practical collaboration.
• Drive retention and customer health: Implement and maintain a customer health framework, identify risks early, and execute proactive strategies to improve satisfaction and retention.
• Build customer advocacy programs: Develop a structured pipeline that turns satisfied physicians into reference customers, case study contributors, speakers, and co-marketing partners.
• Develop the physician community: Launch and manage peer forums, clinical case discussions, a customer advisory board, and physician events, including ownership of the associated budget.
• Standardize customer experience processes: Make onboarding, support, and proactive account management more consistent and scalable, establish time-to-value targets, and prepare processes to support an expanding client base.
• Improve product feedback loops: Consolidate customer feedback into prioritized, evidence-based insights that help engineering teams plan improvements and make informed product decisions.
• Collaborate with leadership: Work alongside the VP of Customer Success and Operations to implement existing frameworks, measure outcomes, and develop new programs as the business grows.

Requirements

The ideal candidate combines strong customer success expertise with practical program implementation, people leadership, and the ability to operate autonomously in a rapidly evolving environment. The following qualifications and skills are expected:

• At least 6 years of experience in customer success or customer experience, including direct ownership of strategic accounts within the past two years.
• Proven ability to turn strategies and frameworks into functioning programs with clear ownership, consistent operating rhythms, and measurable results.
• Experience managing or mentoring customer-facing teams, including developing early-career professionals.
• Demonstrated ability to build customer communities, user groups, advisory boards, reference programs, or recurring customer events.
• Strong autonomy and accountability, with the ability to translate broad direction into actionable plans and deliver results independently.
• Excellent relationship-building and communication skills, with the credibility to engage physicians on their clinical priorities and business goals.
• Composure and adaptability in an early-stage company where priorities evolve and processes are still developing.
• Ability to balance hands-on strategic account management with broader program ownership and team development.

Additional Experience That Would Be Valuable Includes

• Background in healthcare, digital health, diagnostics, or genomics, particularly in roles serving clinicians.
• Experience managing customer advisory boards, reference programs, or professional practitioner networks.
• Experience in professional services or complex technical implementations.
• Familiarity with CRM platforms and the ability to use AI-powered workflows to improve efficiency and scale operations.

Benefits

• Competitive base salary and performance-based bonus.
• Meaningful equity in an early-stage company.
• Remote work flexibility, open to candidates across the United States.
• Health, dental, and vision benefits.
• 401(k) matching and Health Savings Account (HSA) contribution matching.
• Direct access to company founders and meaningful influence on product development.
• Significant autonomy in managing day-to-day responsibilities and shaping the customer experience function.
• Opportunity to help build scalable customer programs in an innovative healthcare AI environment.