Customer Experience Executive

Artera•Santa Barbara, CA

3d•$123,000 - $163,000•Onsite

About The Position

The Customer Experience Executive (CXE) is the single point of accountability for a portfolio of large health system accounts, typically worth $300K–$2M ARR. This relationship-first, outcomes-driven role owns the customer experience from pre-close introduction through implementation, go-live, ongoing engagement, renewal, and expansion. The CXE is accountable for delivery dates and outcomes, including work performed by other teams, and combines project-management discipline with customer-success accountability. The role leads high-stakes enterprise deliverables, runs complex implementations, drives adoption, monitors account health, and coordinates expansion conversations with sales, configuration, and development counterparts. It requires substantial experience with enterprise health systems and the operational realities of large-scale care delivery. The CXE may personally perform complex configuration, workflow design, integration design, and technical problem-solving when doing so accelerates customer outcomes. The role also builds executive relationships, manages escalations, coordinates cross-functional execution, and represents the customer voice internally. Artera focuses U.S. hiring in Santa Barbara, California; Seattle, Washington; and Kansas City, Kansas/Missouri. Unless a posting states otherwise, new U.S. roles are based in one of these cities, and candidates should reside in or be willing to relocate to one of these areas. Local teams follow an in-person schedule; the specific schedule is discussed during the interview process. The role requires travel of at least 25% of the quarter for onsite customer meetings and QBRs. Compensation is $123,000–$163,000 annually, depending on geography and experience, plus a 15% performance-based annual bonus, stock options, and benefits. Applicants must already be authorized to work in the United States and be able to provide proof of full-time, long-term authorization; visa sponsorship and visa transfers are not available.

Requirements

Bachelor's degree with 8–12 years of related experience across customer success, project management, technical customer support, or healthcare technology; or an advanced degree with 4–8 years; or an equivalent combination of education and experience.
6–10 years of experience in customer success, account management, or implementation management in B2B SaaS.
At least 5 years working with or inside large health systems; enterprise health system experience is required.
Demonstrated enterprise account ownership for accounts of $300K+ ARR.
Bachelor's degree or equivalent.
Familiarity with EHRs such as Epic, Meditech, Oracle Health, or Athenahealth.
A track record of directly executing advanced platform configuration, integration design, and workflow architecture.
Ability to build and maintain C-suite relationships, manage escalations, and communicate ROI, workflow, and integration outcomes to executive and operational audiences.
Data-analysis skills applied to customer outcomes, including dashboards, reports, and business cases.
Daily hands-on use of AI tools for drafting, preparation, summarization, and follow-up.
Recognized internally as a subject-matter expert whom peers consult for guidance on complex accounts.
Self-directed, builder-oriented approach and ability to hit the ground running.
Ability to travel at least 25% of the quarter.
Current authorization and ability to provide proof of full-time, long-term authorization to work in the United States; visa sponsorship and visa transfers are unavailable.
Ability to reside in or be willing to relocate to Santa Barbara, CA; Seattle, WA; or Kansas City, KS/MO, unless the role posting states otherwise.

Nice To Haves

Advanced degree in business, technology, or healthcare.
PMP, LSS Black Belt, or equivalent process or program certification.
Prior experience partnering with Account Executives on expansion.
Published case studies, conference presentations, or evidence-based customer outcomes.
Product feedback contributions that resulted in shipped roadmap items.
Experience mentoring or informally leading Customer Experience teammates.

Responsibilities

Own the end-to-end post-sales experience for major enterprise accounts ($300K–$2M ARR), including implementation, project management, stakeholder management, ongoing success, referenceability, and growth.
Personally execute complex configuration and problem-solving when it accelerates outcomes, and retain ownership of high-stakes work.
Lead difficult customer conversations, de-escalate issues, recommit to dates, and hold internal teams accountable to commitments.
Run complex enterprise programs and execute advanced configuration and workflow design as needed.
Serve as an escalation point for complex delivery risk across the Customer Experience function.
Design solutions to novel customer problems and orchestrate cross-functional execution.
Build and maintain VP-through-C-suite relationships in customer organizations; drive executive-level value attainment and adoption.
Direct activities of other Customer Experience teammates on complex accounts when needed.
Create formal networks and coordinate across groups.
Execute advanced enterprise-grade configuration, integration design, and technical problem-solving directly.
Lead initiatives focused on product-driven improvements and address work previously requiring support-function specialists.
Serve as a trusted broker between Customer Experience and support functions, driving structural improvements to high-friction handoffs.
Represent the customer voice in internal steering forums.
Prioritize workflows that improve key customer metrics.
Assist with scoping and design consultations that solve business problems using existing platform functionality.
Develop a personal brand as a thought leader in fields adjacent to Artera.
Travel at least 25% of the quarter for onsite customer meetings and QBRs.