Fractional Director of Customer Experience
CareMessage
part-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $100 per hour
Job Level
About the role
- Establish and optimize CareMessage’s customer experience infrastructure, lifecycle standards, and operational rigor.
- Focus on building scalable systems for high-quality onboarding, engagement, health monitoring, and customer enablement across segments.
- Work closely with the Chief Customer Officer and manage the Sr. Manager of Professional Services and Customer Success functions.
- Ensure Gainsight optimization, standardized playbooks, customer lifecycle clarity, and scalable outreach models.
- Strengthen the operational foundations that make retention, adoption, and customer health predictable and measurable.
Requirements
- 10–15+ years in Customer Experience, Customer Success, or CX Operations leadership.
- Demonstrated experience implementing or optimizing Gainsight (or similar platforms) at scale.
- Strong background in lifecycle design, health scoring frameworks, and playbook development.
- Experience standing up CX infrastructure in SaaS or healthcare technology environments.
- Ability to operate independently and deliver structured outputs within a defined contract window.
- Experience working in startup, transformation, or fractional consulting environments preferred.
- Alignment with CareMessage’s mission to advance health equity.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experience infrastructurelifecycle standardsGainsight optimizationhealth scoring frameworksplaybook developmentCX infrastructurecustomer health measurementcustomer engagementonboarding systemscustomer enablement
Soft Skills
leadershipindependent operationstructured output deliverycollaborationstrategic thinkingadaptabilitycommunicationproblem-solvingorganizational skillscustomer focus