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Director of Customer Experience

2 weeks, 6 days ago
United States
Full-time
Executive
Customer Success
Customer and Technical Support
Looker Metabase
Apply Now
CareMessage

CareMessage

CareMessage is a nonprofit technology organization based in San Francisco, leveraging mobile technology to improve health literacy and disease self-management for underserved populations. Their web-based platform enables healthcare organizations to eng...

Health Care Providers & Services
11-50
Founded 2012
$11M raised
View All Jobs 8

Description

  • Lead and develop the Professional Services, Customer Success, Workforce Success, and Customer Enablement functions.
  • Coach managers and individual contributors, set performance expectations, and build a culture of accountability and continuous improvement.
  • Design and oversee onboarding, ramp, and ongoing training programs for internal teams.
  • Own the end-to-end customer and partner experience from onboarding through renewal, including lifecycle standards and health monitoring.
  • Drive customer and partner success across FQHCs, free and charitable clinics, Tribal Health organizations, and network partners.
  • Scale the CX function through digital engagement, automation, and AI-augmented workflows.
  • Build repeatable processes, playbooks, and engagement models that improve efficiency and consistency.
  • Maintain strategic partnerships with PCAs, CINs, ACOs, and regional health networks.
  • Own CareMessage Academy and customer/partner enablement programs.
  • Lead Gainsight adoption, customer health reporting, and cross-functional insights for executive leadership.

Requirements

  • 8–12+ years of experience in Customer Experience, Customer Success, Partner Success, Professional Services, or related roles.
  • Proven people-management experience, including leading managers and driving accountability across customer-facing teams.
  • Strong experience with customer and partner lifecycle design, enablement, and health measurement.
  • Experience implementing or operating CX platforms such as Gainsight, including health scoring, automation, and digital engagement.
  • Demonstrated ability to scale CX operations without proportional headcount growth through process design and automation.
  • Experience overseeing multi-stakeholder or grant-funded programs with milestone-based accountability.
  • Ability to lead through influence and partnership in complex organizations.
  • Deep alignment with CareMessage’s mission to advance health equity.
  • Willingness to travel regularly, typically 1–2 trips per month for a few days at a time.
  • Preferred experience in healthcare technology, SaaS, regulated markets, nonprofit or hybrid revenue models, and remote-first team environments.

Benefits

  • Starting base salary of $172,189 per year.
  • Automatic salary progression to $198,476 per year at the six-month mark if expectations are met.
  • Equal pay for equal work regardless of geographic location.
  • Remote-first role based in the USA.
  • No variable compensation or bonus; base salary only.
  • Opportunity to work in a mission-driven organization focused on health equity.

Interested in this position?

Apply directly on the company website

Apply Now

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