Senior Customer Experience Manager
hace 11 días
Kansas City
Job DescriptionABOUT ARTERAOur Mission: Make healthcare #1 in customer service. What We Deliver: Artera is an agentic company strengthening how healthcare providers communicate and care for patients. As an agentic partner, we bring over a decade of healthcare experience to address urgent workflows from day one and build custom solutions as healthcare providers’ needs evolve. Trusted by 1,000+ specialties, FQHCs, health systems, and federal agencies, Artera strengthens and protects and enhances patient relationships across every interaction - from intake and scheduling to referral management, post-visit care, and more. Hear from our CEO, Guillaume de Zwirek, about why we are standing at the edge of the biggest technological shift in healthcare’s history! Our award-winning culture: Our award-winning culture: Since founding in 2015, Artera has consistently been recognized for its innovative technology, business growth, and named a top place to work. Examples of these accolades include: Inc. 5000 Fastest Growing Private Companies (2020, 2021, 2022, 2023, 2024); Deloitte Technology Fast 500 (2021, 2022, 2023, 2024, 2025); Built In Best Companies to Work For (2021, 2022, 2023, 2024, 2025, 2026). Artera has also been recognized by Forbes as one of “America’s Best Startup Employers,” Newsweek as one of the “World’s Best Digital Health Companies,” and named one of the top “44 Startups to Bet your Career on in 2024” by Business Insider. Applicants must be currently authorized and have the ability to provide proof of full-time, long-term authorization to work in the United States. We are unable to provide visa sponsorship or support visa transfers now or in the future. About the Role The Senior Customer Experience Manager (Sr. CXM) is Artera's single point of accountability for a book of Specialty, Federally Qualified Health Center (FQHC) and Community Health Center (CHC) accounts. This is an end-to-end relationship role: you own the customer from pre-close introduction through implementation, go-live, ongoing engagement, renewal, and expansion. You won't execute every task — but you're accountable for every date, including the work other teams touch. This role sits within Artera's newly unified Customer Experience Management function, which combines our former Customer Success Management and Project Management teams into one accountable owner per account. You'll run implementations, drive adoption, monitor account health, and quarterback expansion conversations alongside your counterparts from sales, configuration and development. You'll do this across roughly 50–60 FQHC and CHC accounts — a high-volume book where every account has C-suite exposure and where staying ahead of health signals is the difference between renewal and quiet churn. Responsibilities Own the customer relationship end-to-end. Serve as the primary and accountable point of contact for ~50–60 FQHC and CHC accounts, from pre-close introduction through implementation, adoption, renewal, and expansion. Run implementations and post-implementation delivery. Manage project plans, timelines, and dependencies across the book. Coordinate with internal delivery and support functions on work you don't execute directly — and stay accountable to the customer for every date. Missed internal SLAs are surfaced to internal leadership, not to the customer. Build C-suite credibility. Present outcomes, ROI, and workflow impact directly to CEOs, CFOs, CMOs, and operational leadership. Adapt data and messaging to the audience — ROI and outcomes for the C-suite, workflow impact for operations, integrations and performance for IT. Drive value realization. Move accounts from "nice to have" to "must have" through consultative engagement on patient access, workflow, and outcomes. Build and deliver data-driven executive business reviews that quantify ROI, connect results to customer goals, and open the door to expansion conversations and reference-ability. Manage churn proactively. Small FQHCs don't escalate when they're unhappy — they quietly don't renew. Build a system for monitoring health signals across a high-volume book and act before flags become churns. Partner with sales on renewal and expansion. Work closely with AE counterparts to identify expansion opportunities, build the business case, and support the customer through the sales cycle. Operate as the escalation ceiling. Customers should not need to escalate above this role except in exceptional cases. Use AI in your daily work. Draft outreach, prep for calls, summarize meetings, manage follow-ups, and stay ahead of a 50+ account book by embedding AI tools in your daily workflow. This role is not sustainable without it. Travel to your customers. Roughly 25% travel, including on-site business reviews, go-lives, and executive meetings. Requirements 6–8 years of experience in customer success, account management, or a hybrid CS/PM role in B2B SaaS. Demonstrated experience managing a high-volume book (50+ accounts) — not a portfolio of 10–15 large accounts. Healthcare or healthtech experience required — vendor, health system, payer, or EHR side. Executive presence and a track record of presenting to and influencing C-suite decision-makers. Project management fundamentals — you've run implementations end-to-end, not just supported them. Daily hands-on use of AI tools for drafting, prep, summarization, and follow-up management. Confidence turning data into a story — ROI, workflow, and integration outcomes framed for different audiences. Comfort with ambiguity — this role is still evolving and you'll have a hand in shaping how it works. Self-directed builder mentality — the pace of change requires someone who can hit the ground running from day one. Ability to travel ~25%. Currently based out of, or willing to relocate to, one of our office-based locations: Seattle, Santa Barbara or Kansas City. (Potentially open to other west coast-based Artera hubs — Los Angeles or Denver). Bonus Skills Experience working with FQHCs, CHCs, or community health organizations — including funding models (330 grants, UDS reporting), patient demographics, and the operational realities of underserved-population care. EHR familiarity across the FQHC landscape — eCW, NextGen, athenaOne, or similar; understanding of vendor-EHR integration patterns. PMP, LSS, or comparable business/project management certifications. Prior experience partnering with AE counterparts on expansion motions. Prior healthtech vendor experience. What Success Looks Like You'll be joining meetings and owning accounts within the first few weeks — not the first 90 days. You'll have absorbed a book of business, built C-suite credibility across your accounts, run clean end-to-end implementations, and built AI into your daily workflow to make a 50+ account book actually manageable. Long-term, you're accountable for retention, expansion, and reference-ability across the book. Compensation for this role will depend on geography and experience. This role will also include a 15% annual bonus (performance based), stock options and a variety of benefits. OUR APPROACH TO WORK LOCATION At Artera, we believe the best work happens when people are truly connected. Our AI services model has shown what’s possible when small, focused teams move fast together — the speed of collaboration, pace of career growth, and quality of what we build can become stronger when teams share space. As we grow, we want every new teammate to feel part of an in-person community from day one. That’s why we are focusing our U.S. hiring in three cities, where we are investing in offices and building strong local teams: • Santa Barbara, CA (Our HQ), • Seattle, WA, • Kansas City, KS/MO Unless a role’s posting states otherwise, new U.S. roles are based in one of these three cities, and candidates should reside in (or be willing to relocate to) one of these areas. Each location follows an in-person schedule that reflects how our local teams work best; we’ll walk you through what to expect for your specific role and city during the interview process. Focusing on offices and hiring in a few locations, rather than spreading thin across many cities, lets us invest deeply in each one so every team has real community, mentorship, and momentum in person. WORKING AT ARTERA Company benefits - Full health benefits (medical, dental, and vision), flexible spending accounts, company paid life insurance, company paid short-term & long-term disability, company equity, voluntary benefits, 401(k) and more! Career development - Manager development resources, employee development funds Generous time off - Company holidays, Winter & Summer break, and flexible time off Employee Resource Groups (ERGs) - We believe that everyone should belong at their workplace. Our ERGs are available for identifying employees or allies to join. EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT Artera is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at Artera are based on strategic business needs, job requirements, and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetics, protected veteran status, or any other protected status. Affirmative Action Plan: To review our company’s Affirmative Action Notice, please click here to view our Affirmative Action Notice. Know Your Rights: To view your rights as an applicant under federal equal employment opportunity laws, please view the official EEOC poster: Know Your Rights: Workplace Discrimination is Illegal. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Artera is committed to providing employees with a work environment free of discrimination and harassment; Artera will not tolerate discrimination or harassment of any kind. Artera provides reasonable accommodations for applicants and employees in compliance with state and federal laws. If you need an accommodation, please reach out to hr@artera.io. DATA PRIVACY Artera values your privacy. By submitting your application, you consent to the processing of your personal information provided in conjunction with your application. For more information please refer to our Privacy Policy. SECURITY REQUIREMENTS All employees are responsible for protecting the confidentiality, integrity, and availability of the organization’s systems and data, including safeguarding Artera’s sensitive information such as, Personal identifiable Information (PII) and Protected Health Information (PHI). Those with specific security or privacy responsibilities must ensure compliance with organizational policies, regulatory requirements, and applicable standards and frameworks by implementing safeguards, monitoring for threats, reporting incidents, and addressing data handling risks or breaches. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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