Director of Customer Success

About Bioscope.AI

Bioscope.AI is an early-stage precision medicine company redefining how concierge, functional, and longevity practices deliver care. By integrating whole-genome sequencing, multi-omic data, and AI-driven clinical intelligence, our platform gives practitioners unprecedented insight into patient health before disease strikes. We're building the infrastructure for the future of precision health, and we need leaders ready to help shape it.

The Opportunity

At Bioscope.AI, we believe precision medicine should feel effortless - for the physicians prescribing it and the patients living it. As our Director of Customer Success, you are the architect of that experience.

This is a leadership role for someone who obsesses equally over the human side of customer success and the operational mechanics that scale it. You will own the full post-sale journey: building the systems, relationships, and trust that drive lasting retention while being the connective tissue between our practices, our sales team, and our product builders.

What You’ll Do

• Lead with Empathy and Vision: You will mentor, grow, and inspire a distributed team spanning support, onboarding, and customer success. You'll cultivate a culture deeply aligned with our mission, building a genuinely thriving and energized organization in your first year.

• Be the Voice of the Customer: You will be a relentless advocate for practitioners using our platform. By translating customer feedback into actionable insights, you'll partner closely with Product and Engineering to ensure the human experience drives the product roadmap.

• Bridge the Go-to-Market Ecosystem: You will collaborate closely with Sales to orchestrate seamless handoffs, building deep internal relationships that help uncover and capture expansion opportunities.

• Own the Post-Sale Journey: You will define the strategy for customer health, retention, and escalations. Rather than just clearing ticket queues, you'll design a holistic experience that keeps our product sticky and our practices thriving quarter over quarter.

• Build Systems that Scale: You will establish the operational rhythms, playbooks, and AI workflows that allow us to scale rapidly. We don't want to rely on gamed vanity metrics like CSAT or beg doctors for five-star ratings after every interaction. By the end of year one, you'll have built a support engine so frictionless and intuitive that undeniable customer love becomes the baseline.

What We Look For

• Relevant Experience: 7+ years in customer operations or success, with 3+ years managing managers. You’ve successfully led and scaled CX organizations through periods of rapid growth, ideally in SaaS or high-volume B2B environments.

• Empathetic Leadership: You understand that scaling an organization requires scaling its people. You have a proven track record of building energized, high-performing teams rooted in trust, clarity, and psychological safety.

• Data-Informed, Human-Centric: You know how to track operational health and monitor churn, while staying grounded in the human experiences and frustrations behind those numbers.

• The Ultimate Communicator: You can navigate sensitive customer escalations with grace, strategize seamlessly with Sales, and present a compelling operational vision to the executive team - all in the same day.

• Forward-Thinking Operations: You know how to implement the right tooling to remove friction from your team's day, explicitly leveraging technology (like AI workflows) so your team can focus its energy on high-value human interactions.

Nice to Haves

• A background in professional services, complex implementation, or healthcare operations.

• Familiarity with HubSpot, Pylon, or customer-centric Slack workspaces.

• Experience in precision medicine, digital health, or life sciences environments.

What Success Looks Like in Year One

• A tiered support model is in place, running efficiently, and scaling cleanly with the business.

• Retention metrics are improving quarter-over-quarter, with a clear and defensible roadmap for continued health.

• A team that is energized, growing, and deeply aligned on what matters - with a culture of trust built from day one.

• Customer satisfaction is high and self-evident - not manufactured through survey campaigns, but reflected in the loyalty and advocacy of our practices.

• AI-assisted workflows and operational playbooks are live, giving your team leverage to focus on what humans do best.

What We Offer

• Competitive base salary commensurate with experience.

• Meaningful early-stage equity - you are a true owner.

• Direct access to leadership and a seat at the founding team table.

• Health, dental, and vision benefits.

• A flexible, hybrid work environment.

Bioscope.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.