Senior Manager, Customer Experience

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.

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.

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.