Job Description
Who We’re Looking For
We are hiring a Director of Customer Experience (L4) to own the quality, consistency, and effectiveness of the CareMessage experience across customers, partners, and grant-funded programs. This role is responsible for ensuring that customers and ecosystem partners are successfully onboarded, engaged, supported, and enabled to realize value from the platform, with a strong focus on adoption, time to value, and long-term health.
This is a senior people-management and systems-leadership role. The Director of Customer Experience leads multiple customer-facing functions and programs, including Professional Services, Customer Success across segments, Workforce Enablement, Partner Success, and core CX infrastructure such as Gainsight, CareMessage Academy, and Customer Advisory Boards. While this role does not own renewals or expansion revenue, it plays a critical role in supporting Net Revenue Retention and philanthropic accountability by ensuring customers, partners, and grant-funded programs are healthy, engaged, and meeting their intended outcomes.
Equally important: we need a leader who will help CareMessage scale its CX function non-linearly—growing our ability to serve more customers per team member through thoughtful use of digital engagement, AI-augmented workflows, and scalable enablement infrastructure. The best modern CX leaders are building systems where AI handles routine interactions and surfaces insights, freeing human team members to focus on high-impact, relationship-driven moments. We expect this person to bring that mindset to CareMessage.
This role partners closely with Revenue (Sales & Partnerships), Product, Engineering, Design, Product Marketing, Clinical, Strategy, and Philanthropy and reports into the CEO.
Who You Are
You are, first and foremost, an exceptional people manager and leader. You know how to build, coach, and hold teams accountable in ways that produce 1+1=3 outcomes. You think in systems, standards, operations, and outcomes—not just individual accounts. You have experience leading customer-facing teams and understand how onboarding quality, engagement, enablement, and lifecycle rigor directly influence customer health, partner success, and retention. You are comfortable managing both people managers and individual contributors and know how to create clarity, consistency, and accountability across diverse customer and partner segments.
You genuinely love our customers—the safety-net clinics, FQHCs, free and charitable clinics, Tribal Health organizations, and partner networks—and the patients they serve. You are deeply motivated by health equity and believe technology should close gaps in access, outcomes, and social drivers of health. You understand that the organizations we serve are often resource-constrained, and you bring empathy, patience, and creativity to helping them succeed.
You think broadly about CareMessage’s role in systems change. You are able to maintain and deepen key strategic partnerships where CareMessage is highly penetrated, including Primary Care Associations, Clinically Integrated Networks, Accountable Care Organizations, and regional networks—particularly in geographies where healthcare disparities are most concentrated. You see these partnerships not as transactional relationships but as opportunities to advance population health and reduce inequity at scale.
You bring a structured, data-driven approach to customer and partner experience, with strong instincts around adoption, time to value, and program health. You are forward-thinking about how AI and digital-led customer success can increase team leverage and improve outcomes. You collaborate easily across Product, Marketing, Clinical, Sales, Strategy, and Philanthropy, translating customer and partner signals into actionable insights and improvements. You are energized by building durable programs and infrastructure that scale impact in mission-driven environments.
