Lead operational execution of CareMessage’s customer and partner experience strategy.
Ensure customers and ecosystem partners are onboarded effectively, engaged appropriately, and supported through structured lifecycle management.
Manage the Professional Services team, Technical/Customer Operations Manager, and customer-facing individual contributors.
Drive measurable improvements in onboarding quality, time to value, engagement consistency, and health monitoring.
Collaborate closely with Sales, Product, Product Marketing, Clinical, Strategy, and Philanthropy.
Optimize engagement models and reporting dashboards for customer health and productivity metrics.

8–10+ years of experience in Customer Success, Customer Experience, Sales Operations, or related operational roles.
Experience managing individual contributors.
Strong background in analytics, reporting, and performance improvement.
Experience operating CX platforms such as Gainsight.
Demonstrated ability to build scalable workflows and engagement models.
Experience leveraging AI or automation tools to improve operational efficiency.
Strong cross-functional collaboration skills.
Alignment with CareMessage’s mission to advance health equity.

Flexible work hours; fully remote team
Paid parental leave for biological and adopted children
Half-day Fridays, every Friday
18 paid company holidays, including a one week mid-year and one week end-of-year break
9 wellness days to be used for self-care
or anything that comes up in life
15 days of PTO
1-month (20 working days) paid sabbatical after the 4-year anniversary, and every 4 years thereafter
Generous medical, dental, and vision insurance for employees and their families
Health Savings Accounts and Flexible Spending Accounts
401k retirement plan
Short & long-term disability insurance
$100 per employee yearly wellness budget, with flexibility to spend on physical, emotional, and mental wellness resources
PerkSpot: Instant access to discounts on products & services from hundreds of vendors
Annual budget for professional and personal development (webinars, online courses, books, and more)

Senior Manager, Customer Experience

Key skills