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Salary: USD 123,000 - 163,000 / annual
Artera is a healthcare technology company on a mission to make healthcare #1 in customer service. The company provides agentic AI solutions that strengthen how healthcare providers communicate and care for patients, trusted by 1,000+ specialties, FQHCs, health systems, and federal agencies.
The Customer Experience Executive (CXE) role is Artera's single point of accountability for a portfolio of large health system accounts, carrying a book of $300K–$2M ARR customers. This is a relationship-first, outcomes-driven position built for someone with meaningful experience inside or alongside enterprise health systems who understands the operational realities of large-scale care delivery.
You will own the customer journey from pre-close introduction through implementation, go-live, ongoing engagement, renewal, and expansion. While you won't execute every task, you are accountable for every date and deliverable, including work other teams touch. This role sits within Artera's unified Customer Experience Management function, which combines former Customer Success Management and Project Management teams into one accountable owner per account. The ideal background bridges both worlds: PM discipline applied to CS accountability.
Key responsibilities include:
- Own 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; do not pass off high-stakes work
- Serve as the credible closer on the hardest customer conversations—de-escalate, re-commit to dates, and hold the internal machine accountable
- Run the most complex enterprise programs; frequently execute advanced configuration and workflow design personally
- Serve as an escalation point for complex delivery risk across the CX function
- Design solutions to novel customer problems; orchestrate cross-functional execution
- Build and maintain VP-through-C-suite relationships in customer organizations; drive value attainment and adoption at the executive level
- Direct activities of other CX teammates on complex accounts when needed
- Execute advanced enterprise-grade configuration, integration design, and technical problem-solving directly
- Lead focus initiatives on product-driven improvements; frequently absorb work that previously required support-function specialists
- Serve as trusted broker between CX and support functions; drive structural fixes on high-friction handoffs
- Represent customer voice inside internal steering forums
- Consistently prioritize workflows that improve key customer metrics
- Assist with scoping and design consultations focused on solving business problems with existing platform functionality
- Develop personal brand as a thought leader in Artera-adjacent fields
- Travel a minimum of 25% of the quarter for onsite customer meetings and QBRs
Artera is focused on in-person collaboration and is investing in three U.S. cities: Santa Barbara, CA (HQ), Seattle, WA, and Kansas City, KS/MO. New U.S. hires are expected to reside in or relocate to one of these areas.
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 in customer success, account management, or implementation management in B2B SaaS
- 5+ years working with or inside large health systems (vendor, health system, payer, or EHR side); enterprise health system experience is required, not preferred
- Demonstrated enterprise account ownership ($300K+ ARR) required
- EHR familiarity (Epic, Meditech, Oracle Health, or Athenahealth) and a track record of executing advanced platform configuration, integration design, and workflow architecture directly
- Executive presence: confidence building and maintaining C-suite relationships, managing escalations, and framing ROI, workflow, and integration outcomes for executive and operational audiences
- Analytical and operational depth: data analysis applied to customer outcomes (dashboards, reports, business cases); daily hands-on use of AI tools for drafting, prep, summarization, and follow-up; recognized internally as a subject-matter expert with peers seeking guidance on complex accounts
- Self-directed builder who hits the ground running; ability to travel a minimum of 25%
- Currently authorized and able to provide proof of full-time, long-term authorization to work in the United States; no visa sponsorship available
BONUS SKILLS:
- Advanced business, technology, or healthcare degree
- PMP, LSS Black Belt, or equivalent process or program certification
- Prior experience partnering with AEs 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 CX teammates
