Senior Customer Experience Manager

ABOUT ARTERA Our 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 Customer Experience Executive (CXE) owns major enterprise and/or strategic accounts and shows up as the credible closer on the hardest customer conversations. You will carry a book of $300K–$2M ARR customers and lead on the highest-stakes strategic deliverables at Artera. This is the role for the person who never delegates the hard conversation, personally executes complex platform work, and keeps re-committing to customer dates when the internal machine misses. Recognized internally as a subject-matter expert, you will shape how other CX teammates approach their most complex accounts and lend your voice to internal steering forums that shape Artera's operating model with our customers.

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.

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).

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.

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.

laptop-ats-crawler v3