CareMessage

Senior Manager, Customer Experience

CareMessage

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $154,824 per year

Job Level

Senior

About the role

  • Lead operational execution of CareMessage’s customer and partner experience strategy.
  • Ensure customers and ecosystem partners are onboarded effectively, engaged appropriately, and supported through structured lifecycle management.
  • Manage the Professional Services team, Technical/Customer Operations Manager, and customer-facing individual contributors.
  • Drive measurable improvements in onboarding quality, time to value, engagement consistency, and health monitoring.
  • Collaborate closely with Sales, Product, Product Marketing, Clinical, Strategy, and Philanthropy.
  • Optimize engagement models and reporting dashboards for customer health and productivity metrics.

Requirements

  • 8–10+ 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 CareMessage’s mission to advance health equity.
Benefits
  • Flexible work hours; fully remote team
  • 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)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
analyticsreportingperformance improvementcustomer successcustomer experiencesales operationsworkflow managementengagement modelsAI toolsautomation tools
Soft Skills
cross-functional collaborationleadershipoperational executioncustomer engagementteam managementcommunicationproblem-solvingstrategic thinkingrelationship managementcustomer support