Senior Customer Experience Manager

The Senior Customer Experience Manager (Sr. CXM) is Artera's 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 won't execute every task — but you're accountable for every date, including the work other teams touch.

This role sits within Artera's newly unified Customer Experience Management function, which combines our former Customer Success Management and Project Management teams into one accountable owner per account. You'll run implementations, drive adoption, monitor account health, and quarterback expansion conversations alongside your counterparts from sales, configuration and development. You'll do this across roughly 50–60 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.

Responsibilities

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.

Requirements

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).

Bonus Skills

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.

What Success Looks Like

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.

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