Senior Customer Experience Manager

About Artera

Artera’s mission is to make healthcare #1 in customer service. The company strengthens how healthcare providers communicate and care for patients, delivering solutions across intake, scheduling, referral management, post‑visit care, and more. Artera is trusted by over 1,000 specialties, FQHCs, health systems, and federal agencies.

About the Role

The Senior Customer Experience Manager (Sr. CXM) is the single point of accountability for a book of 50–60 Specialty, Federally Qualified Health Center (FQHC) and Community Health Center (CHC) accounts. This end‑to‑end relationship role owns the customer from pre‑close introduction through implementation, go‑live, ongoing engagement, renewal, and expansion. The role sits within Artera’s unified Customer Experience Management function, combining former Customer Success Management and Project Management teams.

Responsibilities

• Own the customer relationship end‑to‑end for ~50–60 FQHC and CHC accounts.
• Run implementations and post‑implementation delivery, managing project plans, timelines, and dependencies.
• Coordinate with internal delivery and support functions, staying accountable to the customer for every date.
• Present outcomes, ROI, and workflow impact to CEOs, CFOs, CMOs, and operational leadership, tailoring messaging to each audience.
• Drive value realization by moving 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 and open doors to expansion and reference‑ability.
• Monitor health signals across the high‑volume book and act proactively to prevent churn.
• Partner with sales on renewal and expansion, identifying opportunities, building business cases, and supporting the sales cycle.
• Serve as the escalation ceiling, handling escalations except in exceptional cases.
• Use AI tools daily for drafting outreach, call preparation, meeting summarization, and follow‑up management.
• Travel to customers (≈ 25 % of the time) for 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.
• Proven ability to manage a high‑volume book (50+ accounts).
• Healthcare or health‑tech experience (vendor, health system, payer, or EHR side).
• Executive presence with a track record of presenting to and influencing C‑suite decision‑makers.
• Project‑management fundamentals; experience running end‑to‑end implementations.
• Daily hands‑on use of AI tools for drafting, preparation, summarization, and follow‑up.
• Strong data‑storytelling skills to translate ROI, workflow, and integration outcomes for varied audiences.
• Comfort with ambiguity and a self‑directed builder mentality.
• Ability to travel ~25 %.
• Based in or willing to relocate to Seattle, WA; Santa Barbara, CA; Kansas City, KS/MO; or potentially other West Coast hubs (Los Angeles, Denver).

Bonus Skills

• Experience working with FQHCs, CHCs, or community health organizations, including knowledge of funding models (330 grants, UDS reporting) and underserved‑population care.
• Familiarity with EHR platforms common in the FQHC landscape (eCW, NextGen, athenaOne, etc.) and vendor‑EHR integration patterns.
• PMP, LSS, or comparable business/project‑management certifications.
• Prior experience partnering with AE counterparts on expansion motions.
• Prior health‑tech vendor experience.

What Success Looks Like

Within the first few weeks you will be actively owning accounts and participating in meetings. By the end of the initial period you will have absorbed a full book of business, built C‑suite credibility, executed clean end‑to‑end implementations, and integrated AI into your daily workflow to manage a 50+ account book effectively. Long‑term success is measured by retention, expansion, and reference‑ability across the portfolio.

Compensation

Salary range: $88,000 – $129,000 per year (varies by geography and experience). Includes a 15 % performance‑based annual bonus, stock options, and a variety of benefits.

Work Location

Artera focuses U.S. hiring in three office‑based locations: Santa Barbara, CA (HQ), Seattle, WA, and Kansas City, KS/MO. Candidates should reside in or be willing to relocate to one of these areas (or potentially other West Coast hubs such as Los Angeles or Denver). The role requires approximately 25 % travel for on‑site business reviews, go‑lives, and executive meetings.

Benefits

• Full health benefits (medical, dental, vision) with flexible spending accounts.
• Company‑paid life insurance, short‑term and long‑term disability.
• Company equity and voluntary benefits.
• 401(k) plan.
• Manager development resources and employee development funds.
• Generous time off, including company holidays, Winter & Summer breaks, and flexible time off.
• Employee Resource Groups (ERGs) to foster belonging and inclusion.