Senior Customer Experience Manager

ABOUT ARTERA

Our Mission:
Make healthcare #1 in customer service.

What We Deliver:
Artera is an agentic company strengthening how healthcare providers communicate and care for patients. As an agentic partner, we bring over a decade of healthcare experience to address urgent workflows from day one and build custom solutions as healthcare providers’ needs evolve. Trusted by 1,000+ specialties, FQHCs, health systems, and federal agencies, Artera strengthens and protects and enhances patient relationships across every interaction - from intake and scheduling to referral management, post-visit care, and more.

Hear from our CEO Guillaume de Zwirek, about why we are standing at the edge of the biggest technological shift in healthcare’s history!

Our award-winning culture:
Since founding in 2015, Artera has consistently been recognized for its innovative technology, business growth, and named a top place to work. Examples of these accolades include:
Inc. 5000 Fastest Growing Private Companies (2020, 2021, 2022, 2023, 2024);
Deloitte Technology Fast 500 (2021, 2022, 2023, 2024, 2025);
Built In Best Companies to Work For (2021, 2022, 2023, 2024, 2025, 2026). Artera has also been recognized by Forbes as one of “America’s Best Startup Employers,” Newsweek as one of the “World’s Best Digital Health Companies,” and named one of the top “44 Startups to Bet your Career on in 2024” by Business Insider.

Applicants must be currently authorized and have the ability to provide proof of full-time, long-term authorization to work in the United States. We are unable to provide visa sponsorship or support visa transfers now or in the future.

The Senior Customer Experience Manager (Sr. CXM) is Artera's single point of accountability for a book of Specialty, Federally Qualified Health Center (FQHC) and Community Health Center (CHC) accounts. This is an end-to-end relationship role: you own the customer from pre-close introduction through implementation, go-live, ongoing engagement, renewal, and expansion. You won't execute every task — but you're accountable for every date, including the work other teams touch.

This role sits within Artera's newly unified Customer Experience Management function, which combines our former Customer Success Management and Project Management teams into one accountable owner per account. You'll run implementations, drive adoption, monitor account health, and quarterback expansion conversations alongside your counterparts from sales, configuration and development. You'll do this across roughly 50–60 FQHC and CHC accounts — a high-volume book where every account has C-suite exposure and where staying ahead of health signals is the difference between renewal and quiet churn.

• Own the customer relationship end-to-end. Serve as the primary and accountable point of contact for ~50–60 FQHC and CHC accounts, from pre-close introduction through implementation, adoption, renewal, and expansion.
• Run implementations and post-implementation delivery. Manage project plans, timelines, and dependencies across the book. Coordinate with internal delivery and support functions on work you don't execute directly — and stay accountable to the customer for every date. Missed internal SLAs are surfaced to internal leadership, not to the customer.
• Build C-suite credibility. Present outcomes, ROI, and workflow impact directly to CEOs, CFOs, CMOs, and operational leadership. Adapt data and messaging to the audience — ROI and outcomes for the C-suite, workflow impact for operations, integrations and performance for IT.
• Drive value realization. Move accounts from "nice to have" to "must have" through consultative engagement on patient access, workflow, and outcomes. Build and deliver…