Customer Experience Executive
Artera
Customer Experience Executive
Artera
SaaS patient communications platform for healthcare
Salary Range: 123000 to 163000 (Currency: USD) (Pay period: per-year-salary)
Hear from our CEO, Guillaume de Zwirek, about why we are standing at the edge of the biggest technological shift in healthcare’s history!
The Customer Experience Executive (CXE) is Artera's single point of accountability for a portfolio of large health system accounts. You will carry a book of $300K–2M ARR customers and lead on the highest-stakes strategic deliverables at Artera. This is a relationship-first, outcomes-driven role built for someone who has spent meaningful time inside or alongside enterprise health systems and understands the operational realities of large-scale care delivery. You own the customer from pre-close introduction through implementation, go-live, ongoing engagement, renewal, and expansion. You won't execute every task but you're accountable for every date, including the work other teams touch.
This role sits within Artera's newly unified Customer Experience Management function, which combines our former Customer Success Management and Project Management teams into one accountable owner per account. The ideal background for this role is someone who has bridged both worlds: PM discipline applied to CS accountability. You'll run implementations, drive adoption, monitor account health, and quarterback expansion conversations alongside your counterparts from sales, configuration, and development. Health systems are complex, high-stakes accounts where C-suite visibility is constant and credibility is earned through delivery and outcomes, not tenure.
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 to those re-commits.
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.
Create formal networks and coordinate across groups.
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.
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.
Experience. 6–10 years in customer success, account management, or implementation management in B2B SaaS; 5+ years working with or inside large health systems; demonstrated enterprise account ownership ($300K+ ARR) required; bachelor's degree or equivalent.
Domain expertise. 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.
Mindset and availability. Self-directed builder who hits the ground running; ability to travel a minimum of 25%.
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.
At Artera, we believe the best work happens when people are truly connected. Our AI services model has shown what’s possible when small, focused teams move fast together — the speed of collaboration, pace of career growth, and quality of what we build can become stronger when teams share space. As we grow, we want every new teammate to feel part of an in-person community from day one.
That’s why we are focusing our U.S. hiring in three cities, where we are investing in offices and building strong local teams:
Unless a role’s posting states otherwise, new U.S. roles are based in one of these three cities, and candidates should reside in (or be willing to relocate to) one of these areas. Each location follows an in-person schedule that reflects how our local teams work best; we’ll walk you through what to expect for your specific role and city during the interview process.
Focusing on offices and hiring in a few locations, rather than spreading thin across many cities, lets us invest deeply in each one so every team has real community, mentorship, and momentum in person.
Artera is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at Artera are based on strategic business needs, job requirements, and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetics, protected veteran status, or any other protected status.
Affirmative Action Plan: To review our company’s Affirmative Action Notice, please click here to view our Affirmative Action Notice.
Know Your Rights: To view your rights as an applicant under federal equal employment opportunity laws, please view the official EEOC poster: Know Your Rights: Workplace Discrimination is Illegal.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Artera is committed to providing employees with a work environment free of discrimination and harassment; Artera will not tolerate discrimination or harassment of any kind. Artera provides reasonable accommodations for applicants and employees in compliance with state and federal laws. If you need an accommodation, please reach out to [email protected].
Artera provides a patient communication platform for healthcare providers that integrates with existing electronic health record (EHR) systems to streamline and unify patient messages. The product is offered as software-as-a-service (SaaS) and uses artificial intelligence to automate common patient interactions, such as appointment reminders, follow-up care instructions, and outreach, all accessible through a subscription. It differentiates itself by embedding AI-driven automation directly within EHR workflows and serving a broad base of healthcare organizations, including specialty groups, Federally Qualified Health Centers (FQHCs), and large integrated delivery networks (IDNs), with over 900 clients. The goal is to improve patient engagement and healthcare operations by delivering seamless, automated communications that fit into existing clinical processes.
Explore more opportunities at Artera