Job Description
📋 Description Build and formalize customer success workflows across lifecycle. Translate processes into SOPs, playbooks, and a knowledge base. Partner with cross-functional teams for seamless in-clinic and digital touchpoints. Provide leadership by setting standards for CS work and documentation. Identify friction points in the member journey and design solutions. Own CS performance metrics and support inquiries with escalation as needed. 🎯 Requirements 4-6 years in Customer Success, CX, or Service Ops. Bachelor’s degree or equivalent practical experience. Experience in high-touch service environments (healthcare, wellness, or tech-enabled services). Experience guiding initiatives and mentoring teammates without formal management. Turn member feedback into actionable insights for product/engineering/clinical roadmaps. Operate in ambiguity and build structure from evolving systems. 🎁 Benefits Equity Biograph Membership Medical, dental, and vision insurance 401(k) Paid maternity / paternity leave Unlimited PTO 11 paid holidays
