Customer Experience Manager

About the Company

Streamline Healthcare Solutions builds innovative technology that empowers people who improve behavioral health and quality of life. Since 2003 we have delivered web-based software for healthcare organizations to coordinate all service-delivery processes. Our systems support some of the nation’s premier behavioral-health providers. We offer competitive compensation, benefits, and a flexible, collaborative work environment where individual contributions are valued and recognized.

About the Role

The Customer Experience Manager (CEM) is accountable for the successful delivery of customer implementations and the ongoing management of customer relationships throughout the lifecycle. This role blends project-management rigor with relationship leadership to ensure seamless, coordinated delivery from onboarding through implementation, support, and long-term account growth. The CEM partners with Implementation, Product, Support, Engineering, and Sales teams to deliver projects on time, within scope, and aligned to customer goals while building trusted relationships that drive adoption, satisfaction, and retention. This is a remote position based in the United States; ideal candidates are located in the Mountain or Pacific time zones.

Responsibilities

• Manage multiple customer accounts as both Streamline representative and customer advocate to ensure satisfaction.
• Serve as the primary customer point of contact and manage projects to meet deliverables within established timeframes.
• Build and maintain strong, trusted relationships with customer stakeholders, including operational leaders and executive sponsors.
• Proactively manage customer expectations, risks, and escalations.
• Coordinate frequent communication and meetings with internal teams: Product, Knowledge Management, Sales, Engineering, Support, Implementation, Finance, and Leadership.
• Develop and monitor Customer Success Plans to maintain a customer-satisfaction rating of 85 % or greater.
• Facilitate 1:1, state user groups, and other customer-focused sessions.
• Ensure revenue targets are met, including account receivables, customer retention, and sales of additional product functionality.
• Provide consultation on SmartCare product and facilitate timely access to resources for customer optimization.
• Manage and own project execution to ensure adherence to budget, schedule, and scope.
• Develop and update project plans covering scope, objectives, technologies, schedules, contracts, and resource allocation.
• Coordinate and monitor cross-functional internal resources for timely, high-quality delivery.
• Monitor project milestones and deliverables; prepare project status reports.
• Identify risks and coordinate mitigation plans.
• Document, communicate, and manage scope changes appropriately.
• Contribute to cross-functional workflows and tasks that support scope, timeline, or quality commitments.
• Support customers through post go-live transition into steady-state operations.
• Ensure successful handoff to Support or ongoing-services teams while maintaining relationship continuity.
• Monitor adoption, utilization, and delivery outcomes; identify opportunities for process optimization or additional services.
• Partner with Product, Engineering, and Support teams to resolve customer issues and improve delivery workflows.
• Provide feedback on delivery challenges, product gaps, and customer needs.
• Contribute to continuous improvement of delivery standards, templates, and best practices.
• Ensure delivery processes align with organizational standards and regulatory requirements.
• Participate in collaborative working sessions or shared initiatives that enhance delivery effectiveness.

Requirements

• Bachelor’s degree from a four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience.
• Minimum of 5 years prior project management or customer service experience in a healthcare setting, preferably behavioral health.
• Experience and understanding of healthcare, health IT, behavioral health, payments, or other regulated industries.
• Experience with Microsoft Office 365 or similar software.
• Knowledge of business and management principles involved in strategic planning, resource allocation, change management, and project oversight.
• Proven ability to manage complex, multi-stakeholder projects.
• Strong customer-facing communication and relationship-building skills, including executive-level interactions.
• Results-driven, able to prioritize multiple tasks in a dynamic, deadline-driven environment.
• Comfortable managing ambiguity in regulated and/or enterprise environments.
• Ability to work autonomously and have confidence in own decision-making.
• Ability to collaborate effectively with cross-functional teams across Product, Implementation, Support, Engineering, and Sales.
• Able to travel up to 50 % of the time, with occasional weekend travel required.
• Willingness to work alternate schedules as required.

Preferred Qualifications

• PBA and/or PMP certification.
• Master’s degree.

Pay

$80,000 – $110,000 per year, depending on experience.