Senior Customer Experience Manager
Job Location:
Santa Barbara County, CA - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
The Senior Customer Experience Manager (Sr. CXM) is Arteras 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 wont execute every task but youre accountable for every date including the work other teams touch.
This role sits within Arteras newly unified Customer Experience Management function which combines our former Customer Success Management and Project Management teams into one accountable owner per account. Youll run implementations drive adoption monitor account health and quarterback expansion conversations alongside your counterparts from sales configuration and development. Youll do this across roughly 5060 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.
Own the customer relationship end-to-end. Serve as the primary and accountable point of contact for 5060 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 dont 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 dont escalate when theyre unhappy they quietly dont 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.
68 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 1015 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 youve 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 youll 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.
At Artera we believe the best work happens when people are truly connected. Our AI services model has shown whats 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.
Thats 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 roles 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; well 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.
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 companys 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 emailprotected.
Required Experience:
Manager
About Company
Streamline care, automate workflows, and improve access with a secure patient communication platform built for federal healthcare—powered by Artera Harmony.
