Senior Manager, Customer Experience (L4)

CareMessage is a technology non-profit dedicated to improving health equity for low-income populations in the United States. They are seeking a Senior Manager, Customer Experience to lead the operational execution of their customer and partner experience strategy, focusing on onboarding, engagement, and performance improvement.

Responsibilities:

• Operationalize CareMessage’s customer and partner lifecycle standards across onboarding, engagement, success planning, and risk management
• Ensure clear segmentation between scaled and non-scaled engagement models, allocating resources appropriately based on health, revenue, and program requirements
• Improve onboarding quality, time to value (TTV), and adoption through structured workflows and playbooks
• Partner with Sales to ensure smooth handoffs and alignment on customer readiness and expectations
• Support Net Revenue Retention through proactive health monitoring and structured engagement execution
• Leverage AI tools to improve customer engagement efficiency, insight generation, and team productivity
• Identify opportunities to automate repetitive workflows within onboarding, reporting, engagement tracking, and risk identification
• Develop scalable playbooks and templates to reduce variability across customer-facing teams
• Continuously evaluate engagement models to ensure scalability without sacrificing quality
• Lead ongoing optimization and adoption of Gainsight across customer-facing workflows
• Build and maintain scalable reporting dashboards that surface customer health, engagement trends, risk indicators, and productivity metrics
• Ensure data hygiene and consistency across customer lifecycle stages
• Develop reporting frameworks that distinguish scaled vs. high-touch engagement performance
• Drive forecasting rigor related to customer health and engagement stability
• Translate customer and partner signals into structured, actionable insights for internal stakeholders
• Improve customer-facing team productivity through analytics and structured performance tracking
• Analyze engagement, retention, and health trends to identify operational improvement opportunities
• Lead cross-functional execution projects that improve workflow efficiency and customer consistency
• Develop QBR templates, customer success playbooks, and enablement frameworks that support retention and value realization
• Drive forecasting and productivity initiatives related to customer health (not territory or quota planning)
• Support partnership engagement motions by building repeatable enablement resources
• Assist in developing scalable partner onboarding and training models
• Track partner engagement and downstream impact through structured health reporting
• Collaborate with Sales and Strategy to improve execution of defined partner models
• Manage customer-facing individual contributors
• Set clear performance expectations and productivity standards
• Develop onboarding and ongoing training programs for the team
• Create structured operating cadences (weekly metrics reviews, health tracking, engagement reviews)
• Foster a culture of accountability, systems thinking, and continuous improvement

Requirements:

• 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