Senior Customer Experience Manager

Job Summary

Managing a strategic book of business, the full-time Senior Customer Experience Manager will oversee client relationships, coach the customer success team, and implement programs to enhance client retention and advocacy in a remote environment.

Key responsibilities

• Maintain a strategic book of business with a focus on multi-provider workflows and ambitious growth plans
• Coach and develop the customer success team through hands-on mentorship
• Own client retention by proactively managing account health and implementing effective strategies

Required qualifications

• 6+ years in customer success or customer experience with a proven track record of managing strategic accounts
• Experience in implementing programs and frameworks that deliver measurable results
• Leadership experience in managing or mentoring external-facing teams
• Ability to build and nurture client communities, such as user groups or advisory boards
• Strong credibility with healthcare professionals, capable of discussing clinical and business goals effectively