Director of Customer Experience

🕒 April 1

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CareMessage

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

🤝 Non-profit

⚕️ Healthcare Insurance

🤖 Artificial Intelligence

💰 $250k Grant on 2020-07

Non-profit • Healthcare Insurance • Artificial Intelligence

CareMessage is the technology non-profit building the largest patient engagement platform for low-income populations in the United States. The organization partners with safety-net organizations to increase access to care, improve clinical outcomes, and address social determinants of health through its data-powered patient engagement solutions. Using precision messaging and AI-backed platforms, CareMessage focuses on advancing health equity for underserved communities, working with federally qualified health centers, free and charitable clinics, tribal health organizations, and primary care associations. The platform supports healthcare providers by increasing operational effectiveness and automating patient communications, facilitating better engagement with patients, and helping healthcare organizations succeed in value-based care models.

📋 Description

• Own the quality, consistency, and effectiveness of the CareMessage experience across customers, partners, and grant-funded programs. • Ensure customers and ecosystem partners are successfully onboarded, engaged, supported, and enabled to realize value from the platform. • Lead multiple customer-facing functions and programs, including Professional Services and Customer Success across segments. • Partner closely with Revenue, Product, Engineering, Design, and report into the CEO. • Help CareMessage scale its CX function non-linearly through digital engagement, AI-augmented workflows, and scalable enablement infrastructure. • Maintain strategic partnerships where CareMessage is highly penetrated, including Primary Care Associations and regional networks.

🎯 Requirements

• 8–12+ years of experience in Customer Experience, Customer Success, Partner Success, Professional Services, or related roles. • Proven track record as a people manager who develops high-performing teams, manages managers, and drives accountability and growth across cross-functional customer- or partner-facing teams. • Strong background in customer and partner lifecycle design, enablement, and health measurement. • Experience implementing or operating CX platforms such as Gainsight, including health scoring, playbook automation, and digital engagement. • Demonstrated ability to scale CX operations—growing customer coverage without proportional headcount growth through process design, digital engagement, and automation. • Experience overseeing multi-stakeholder or grant-funded programs with milestone-based accountability. • Ability to lead through influence and partnership in complex organizations. • Deep alignment with CareMessage’s mission to advance health equity. • Comfort with regular travel to maintain firsthand relationships with customers, partners, and the broader safety-net ecosystem, typically 1-2 trips per month for a few days each.

🏖️ Benefits

• Note: If you don’t meet every qualification listed (especially if you come from an under-represented background) but have held senior or director-level customer experience, customer success, or services leadership roles in the past, we strongly encourage you to apply. • We believe in equal work for equal pay. All team members performing the same role at the same level are paid the same, regardless of geographic location.