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Artera is a healthcare AI company that strengthens how healthcare providers communicate and care for patients. Founded in 2015 and trusted by 1,000+ specialties, FQHCs, health systems, and federal agencies, Artera has been recognized as one of the fastest-growing private companies and best places to work.
As Senior Customer Experience Manager, you will own major enterprise and strategic accounts ($300K–$2M ARR), serving as the primary point of contact and credible closer on the highest-stakes customer conversations. You will manage a high-volume book of approximately 50–60 FQHC and CHC accounts through their full lifecycle: pre-close, implementation, adoption, renewal, and expansion.
Key Responsibilities:
- Own the complete customer relationship end-to-end, from introduction through implementation, adoption, renewal, and expansion.
- Run implementations and post-implementation delivery, managing project plans, timelines, and dependencies. Coordinate with internal delivery and support functions while staying accountable to customers for every committed date.
- Build C-suite credibility by presenting outcomes, ROI, and workflow impact directly to CEOs, CFOs, CMOs, and operational leadership, adapting messaging to audience (ROI for executives, workflow impact for operations, integrations for IT).
- Drive value realization through consultative engagement on patient access, workflow, and outcomes. Deliver data-driven executive business reviews that quantify ROI and open expansion conversations.
- Manage churn proactively by monitoring health signals across a high-volume book and acting before dissatisfaction leads to non-renewal.
- Partner with sales on renewal and expansion opportunities, building business cases and supporting customers through the sales cycle.
- Operate as the escalation ceiling—customers should rarely need to escalate above this role.
- Embed AI tools into daily workflow (drafting outreach, call prep, meeting summaries, follow-up management) to make a 50+ account book manageable.
- Travel approximately 25% for on-site business reviews, go-lives, and executive meetings.
You will join meetings and own accounts within the first few weeks, absorbing a book of business, building C-suite credibility, running clean implementations, and embedding AI into your workflow. Long-term, you are accountable for retention, expansion, and reference-ability across your book.
Artera is investing in three U.S. office hubs: Santa Barbara (HQ), Seattle, and Kansas City. The company believes the best work happens when teams are truly connected in person, and this role requires relocation to or current residence in one of these cities (or potentially other West Coast hubs like Los Angeles or Denver).
REQUIREMENTS:
- 6–8 years of experience in customer success, account management, or hybrid CS/PM roles in B2B SaaS
- Demonstrated experience managing a high-volume book of 50+ accounts (not a portfolio of 10–15 large accounts)
- Healthcare or healthtech experience required (vendor, health system, payer, or EHR side)
- Executive presence and track record of presenting to and influencing C-suite decision-makers
- Project management fundamentals—you have run implementations end-to-end, not just supported them
- Daily hands-on use of AI tools for drafting, prep, summarization, and follow-up management
- Ability to turn data into compelling stories (ROI, workflow, integration outcomes) framed for different audiences
- Comfort with ambiguity and a self-directed builder mentality
- Ability to travel approximately 25%
- Currently based in or willing to relocate to Seattle, Santa Barbara, Kansas City, or other West Coast Artera hubs
- Currently authorized to work in the United States with ability to provide proof of full-time, long-term authorization (no visa sponsorship available)
BONUS SKILLS:
- Experience working with FQHCs, CHCs, or community health organizations (funding models, 330 grants, UDS reporting, patient demographics)
- EHR familiarity across FQHC landscape (eCW, NextGen, athenaOne, or similar)
- PMP, LSS, or comparable project management certifications
- Prior experience partnering with AE counterparts on expansion motions
- Prior healthtech vendor experience
