Director of Customer Experience

Key Responsibilities

I. People Leadership & Team Development

• Directly manage and develop the Professional Services, Customer Success, Workforce Success, and Customer Enablement functions.
• Coach and develop managers and ICs, setting clear expectations, priorities, and performance standards that drive accountability and growth.
• Build a culture of accountability, empathy, and continuous operational improvement across all customer- and partner-facing teams.
• Design onboarding, ramp, and ongoing training for team members that enables scalable, consistent delivery.
• Drive execution of departmental operating plans, translating company and CX priorities into clear goals, sequencing, and accountability.
• Lead and support iteration of organizational policies on recruiting, hiring, and onboarding with attention to diversity, equity, inclusion, accessibility, and belonging.
• Conduct skip-level 1:1s and ensure consistent feedback and performance review practices across the department.

II. Customer & Partner Experience Strategy

• Own the end-to-end experience across customers and ecosystem partners, ensuring a consistent, high-quality journey from onboarding through renewal.
• Define and maintain lifecycle standards for customers and partners, including onboarding, engagement cadence, success planning, and health monitoring.
• Ensure a consistent, high-quality experience across FQHCs, Free and Charitable Clinics, Tribal Health organizations, and partner-led networks.
• Visit customers, partners, and regional networks and attend relevant industry conferences and convenings to maintain direct, firsthand understanding of the customer and partner experience.
• Partner with Sales to support Net Revenue Retention through strong customer and partner health, readiness, and engagement.

III. Scalable CX & AI-Augmented Operations

• Drive non-linear scaling of the CX function: grow the number of customers served per team member through digital engagement, automation, and AI-augmented workflows.
• Identify and implement AI and automation opportunities across the customer lifecycle—from automated health scoring and risk detection to digital onboarding sequences and proactive outreach.
• Design engagement models that blend high-touch, low-touch, and digital-led motions appropriate to customer segment, maturity, and complexity.
• Build repeatable processes and playbooks that drive consistently strong customer experience at scale, in alignment with CareMessage’s product-driven approach.

IV. Strategic Partnerships & Systems Change

• Maintain strategic partnerships in high-penetration CareMessage states, including Primary Care Associations (PCAs), Clinically Integrated Networks (CINs), Accountable Care Organizations (ACOs), and regional health networks.
• Ensure partners are enabled to effectively support their downstream clinics and member organizations.
• Collaborate with Strategy, Sales, and Product to align partner engagement models and track partner adoption, engagement, and health.
• Oversee customer and partner experience for grant-funded and regionally coordinated programs, ensuring commitments, milestones, and outcomes are met.

V. Customer Programs & Enablement

• Own and evolve CareMessage Academy, ensuring scalable, role-appropriate training and enablement for customers and partners.
• Collaborate with Product Marketing and Strategy to support adoption campaigns, education, and value storytelling.
• Ensure customer- and partner-facing teams are equipped with clear playbooks, tools, and best practices.

VI. Customer Experience Infrastructure, Insights & Reporting

• Own the successful adoption and ongoing use of Gainsight across the organization.
• Define and monitor customer, partner, and program health frameworks, including engagement, adoption, risk signals, and lifecycle milestones.
• Ensure customer and partner data is accurate, actionable, and consistently used across teams.
• Regularly report on customer health, partner health, and grant-funded program health to executive leadership.
• Synthesize insights from customer visits, partner engagements, and conferences into actionable recommendations that inform CX standards and cross-functional priorities.

Performance Indicators (KPIs)

• Customer and partner engagement metrics
• Time to Value (TTV)
• Customer and Partner Health Score trends
• Customers served per CX team member (scalability ratio)
• CSAT, NPS, and qualitative feedback
• Gainsight adoption and data quality
• Grant-funded program milestone and outcome attainment
• Team engagement, retention, and development metrics

Requirements

• 8–12+ years of experience in Customer Experience, Customer Success, Partner Success, Professional Services, or related roles.
• Proven track record as a people manager who develops high-performing teams, manages managers, and drives accountability and growth across cross-functional customer- or partner-facing teams.
• Strong background in customer and partner lifecycle design, enablement, and health measurement.
• Experience implementing or operating CX platforms such as Gainsight, including health scoring, playbook automation, and digital engagement.
• Demonstrated ability to scale CX operations—growing customer coverage without proportional headcount growth through process design, digital engagement, and automation.
• Experience overseeing multi-stakeholder or grant-funded programs with milestone-based accountability.
• Ability to lead through influence and partnership in complex organizations.
• Deep alignment with CareMessage’s mission to advance health equity.
• Comfort with regular travel to maintain firsthand relationships with customers, partners, and the broader safety-net ecosystem, typically 1-2 trips per month for a few days each.

Recommended Experiences

• Healthcare technology, SaaS, or regulated markets.
• Experience working with ecosystem partners such as FQHCs, Primary Care Associations, Clinically Integrated Networks, ACOs, or similar networks.
• Familiarity with nonprofit, safety-net, or hybrid revenue models.
• Experience applying AI and automation to customer success workflows (e.g., AI-powered health scoring, automated playbooks, digital-led onboarding) and data analytics tools (e.g. Metabase, Looker, etc.)
• Background in scaling or transformation-stage organizations.
• Multiple years of CS management experience in a remote-first environment.

30 / 90 / 180 Day Objectives

30 Days

• Master CareMessage’s product portfolio, customer segments, partner ecosystems, roadmap, and user workflows.
• Conduct initial customer and partner interviews across key segments; build relationships with customers, partners, and internal stakeholders.
• Learn CareMessage’s customer success motion, pricing models, subsidy mechanics, and contract standards.
• Review customer, partner, and program health metrics, Gainsight usage, onboarding flows, and engagement models.
• Establish operating cadence with team members and cross-functional partners.
• Assess the current state of AI and digital engagement maturity across CX workflows.

90 Days

• Fully own customer outcomes and customer operations.
• Establish clear CX and partner success standards across onboarding, engagement, and success planning.
• Improve consistency and adoption of Gainsight across customer- and partner-facing teams.
• Strengthen CareMessage Academy programming for customers and partners.
• Launch or refine Customer Advisory Boards and partner feedback loops.
• Deliver early improvements in engagement, TTV, and health indicators.
• Identify and begin implementing the first AI/digital engagement pilot (e.g., automated onboarding sequences, AI-assisted health scoring) etc.

180 Days

• Demonstrate measurable improvements in customer and partner engagement, CSAT, TTV, and health scores.
• Institutionalize scalable CX, partner success, and grant program oversight processes.
• Establish durable feedback loops with Product, Marketing, Clinical, Sales, Strategy, and Philanthropy.
• Show measurable progress on non-linear scaling: improved customers-per-team-member ratio through digital and AI-augmented workflows.
• Influence annual planning inputs with data-driven CX and partnership insights.
• Operate as the clear owner of customer, partner, and program experience health across the organization.