Customer Experience Manager

About Streamline Healthcare Solutions: A leading technology company delivering web-based software to healthcare organizations in the behavioral health marketplace. We empower behavioral health providers with innovative solutions that improve the quality of life for those in need.

The Customer Experience Manager (CEM) is responsible for the successful delivery of customer implementations and the ongoing management of customer relationships throughout the customer lifecycle. This remote position based in the United States requires the ideal candidate to be located in the Mountain or Pacific time zones. Salary range: $80,000 – $110,000 per year, DOE. Employment visa sponsorship is not available.

Manage multiple customer accounts as a Streamline representative and customer advocate, ensuring satisfaction. Serve as the primary customer point of contact and effectively manage projects to meet deliverables within established time frames. Build and maintain trusted relationships with customer stakeholders, including operational leaders and executive sponsors. Proactively manage expectations, risks, and escalations, with frequent communication and meetings with internal teams. Develop and monitor Customer Success Plans, targeting a customer satisfaction rating of 85% or greater.

Facilitate 1:1, state user groups, and other customer-focused sessions. Ensure revenue targets are met through account receivables, retention, and sales of additional product functionality.

Own project execution, ensuring adherence to budget, schedule, and scope. Develop and update project plans for implementation and enhancement projects, including scope, objectives, technologies, systems, schedules, contracts, and resources. Coordinate internal resources to ensure timely, high-quality delivery. Monitor milestones and deliverables, prepare status reports, identify risks, and coordinate mitigation plans. Document, communicate, and manage scope changes appropriately. Contribute to cross-functional workflows and tasks supporting scope, timeline, or quality commitments.

Support customers through transition into steady-state operations. Ensure a successful handoff to support or ongoing services teams while maintaining relationship continuity. Monitor adoption, utilization, and outcomes. Identify opportunities to improve outcomes through process optimization or additional services.

Partner with Product, Engineering, and Support teams to resolve issues and improve delivery workflows. Provide feedback on delivery challenges, product gaps, and customer needs. Contribute to continuous improvement of delivery standards, templates, and best practices. Ensure delivery processes align with organizational standards and regulatory requirements. Participate in collaborative initiatives enhancing effectiveness.

• Bachelor’s degree from a four-year college or university, or equivalent combination of education and experience.
• Minimum of 5 years of project management or customer service experience in a healthcare setting, preferably behavioral health.
• Experience and understanding of healthcare, health IT, behavioral health, payments, or other regulated industries.
• Proficient with Microsoft Office 365 or similar software.
• Knowledge of business and management principles in strategic planning, resource allocation, change management, and project oversight.
• Proven ability to manage complex, multi‑stakeholder projects.
• Strong customer‑facing communication and relationship building skills, including executive‑level interactions.
• Results‑driven with ability to prioritize multiple tasks in a dynamic, deadline‑driven environment.
• Comfortable managing ambiguity in regulated and enterprise environments.
• Ability to work autonomously and confidently make decisions.
• Ability to collaborate effectively with cross‑functional teams across Product, Implementation, Support, Engineering, and Sales.
• Willingness to travel up to 50% of the time, including occasional weekend travel.
• Willingness to work alternate schedules as required.

• PBA and/or PMP certification.
• Master’s degree.

Streamline Healthcare Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin, or any other characteristic protected under federal, state, or applicable local law.