Establish and optimize CareMessage’s customer experience infrastructure, lifecycle standards, and operational rigor.
Focus on building scalable systems for high-quality onboarding, engagement, health monitoring, and customer enablement across segments.
Work closely with the Chief Customer Officer and manage the Sr. Manager of Professional Services and Customer Success functions.
Ensure Gainsight optimization, standardized playbooks, customer lifecycle clarity, and scalable outreach models.
Strengthen the operational foundations that make retention, adoption, and customer health predictable and measurable.

10–15+ years in Customer Experience, Customer Success, or CX Operations leadership.
Demonstrated experience implementing or optimizing Gainsight (or similar platforms) at scale.
Strong background in lifecycle design, health scoring frameworks, and playbook development.
Experience standing up CX infrastructure in SaaS or healthcare technology environments.
Ability to operate independently and deliver structured outputs within a defined contract window.
Experience working in startup, transformation, or fractional consulting environments preferred.
Alignment with CareMessage’s mission to advance health equity.

Fractional Director of Customer Experience

Key skills