Senior Manager, Customer Experience (L4)

CareMessage

4d•$154,824 - $154,824•Remote

About The Position

Join us to Improve Health Equity for 5 Million People! CareMessage is the technology non-profit building the largest patient engagement platform for low-income populations in the United States. Powered by the Health Equity Engineâ¢, the platform enables organizations to combine messaging, data, and interoperability to increase access to care, improve clinical outcomes, and address social drivers of health. With 20 million patients reached since 2013, CareMessage is the only patient engagement solution proven to improve health equity at scale. The team, many with lived experiences in these communities, leverages a nonprofit model to reinvest revenue into impact. CareMessage is the partner of choice for organizations committed to advancing health equity. We are hiring a Senior Manager, Customer Experience (L4) to lead the operational execution of CareMessageâs customer and partner experience strategy. This role ensures customers and ecosystem partners are onboarded effectively, engaged appropriately (scaled and high-touch), and supported through structured, data-driven lifecycle management. This is a senior operational leadership role focused on systems execution, process rigor, and performance improvement. The Senior Manager will manage the manager for the Professional Services team, the Technical/Customer Operations Manager, as well as customer-facing individual contributors with a focus on driving measurable improvements in onboarding quality, time to value, engagement consistency, and health monitoring. This role partners closely with Sales, Product, Product Marketing, Clinical, Strategy, and Philanthropy and reports into the Chief Revenue Officer. This is not an enterprise CX strategy ownership role. Instead, it is responsible for operationalizing and continuously improving the execution of CareMessageâs defined customer experience approach. Who You Are You are a systems-minded operator who thrives at the intersection of customer experience, analytics, enablement, and operational rigor. You: -Think in workflows, playbooks, automation, and health signals. -Know how to balance scaled engagement models with high-touch support. -Use data to prioritize effort and drive productivity, and are comfortable building reports. -Leverage AI and automation to improve efficiency and consistency. -Build reporting infrastructure that translates signal into action. You are comfortable managing individual contributors, strengthening team execution, and improving performance through structured systems.

Requirements

8â10+ 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 CareMessageâs mission to advance health equity.

Nice To Haves

SaaS or healthcare technology.
Experience designing scaled customer engagement models.
Background in data-driven operations or revenue operations.
Familiarity with nonprofit, safety-net, or hybrid revenue environments.
Experience supporting partner ecosystems.

Responsibilities

Customer Experience Execution & Lifecycle Operations
Operationalize CareMessageâs 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.
AI, Automation & Scalable Systems
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.
Customer Experience Infrastructure & Gainsight Optimization
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.
Customer Operations & Performance Analytics (Customer-Focused)
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).
Partner Enablement & Emerging Market Support
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.
People Leadership & Team Development
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.

Benefits

We compensate fairly and equitably
Flexible work hours; fully remote team
We believe in equal work for equal pay: all team members performing the same role at the same level are paid similarly, regardless of where they are in the world
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)
Volunteerism incorporated in onboarding and encouraged on an ongoing basis