Customer Experience Executive

ABOUT ARTERA

Our Mission: Make healthcare #1 in customer service.

What We Deliver: Artera is an agentic company strengthening how healthcare providers communicate and care for patients. As an agentic partner, we bring over a decade of healthcare experience to address urgent workflows from day one and build custom solutions as healthcare providers’ needs evolve. Trusted by 1,000+ specialties, FQHCs, health systems, and federal agencies, Artera strengthens and protects and enhances patient relationships across every interaction - from intake and scheduling to referral management, post-visit care, and more. Hear from our CEO, Guillaume de Zwirek, about why we are standing at the edge of the biggest technological shift in healthcare’s history!

Our award-winning culture: Our award-winning culture: Since founding in 2015, Artera has consistently been recognized for its innovative technology, business growth, and named a top place to work. Examples of these accolades include: Inc. 5000 Fastest Growing Private Companies (2020, 2021, 2022, 2023, 2024); Deloitte Technology Fast 500 (2021, 2022, 2023, 2024, 2025); Built In Best Companies to Work For (2021, 2022, 2023, 2024, 2025, 2026). Artera has also been recognized by Forbes as one of “America’s Best Startup Employers,” Newsweek as one of the “World’s Best Digital Health Companies,” and named one of the top “44 Startups to Bet your Career on in 2024” by Business Insider.

Applicants must be currently authorized and have the ability to provide proof of full-time, long-term authorization to work in the United States. We are unable to provide visa sponsorship or support visa transfers now or in the future.

About the Role

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.

Responsibilities

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.

• 5+ years working with or inside large health systems (vendor, health system, payer, or EHR side). Enterprise health system experience is required, not preferred.

• 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.

• Able to travel a minimum of 25% of the quarter for onsite customer meetings and QBRs

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.

• 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%.

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.

What Success Looks Like

You come in already fluent in the health system landscape -- that is table stakes for this role. In the first weeks, you are absorbing accounts, building relationships with operational and executive contacts, and establishing yourself as a credible presence with C-suite stakeholders. Within the first quarter, you have run your first clean executive business review and have a clear read on health signals across every account. Long-term, you are the person your health system customers call first -- a delivery-focused partner who understands their operations, can translate Artera's value into their language, and drives consistent retention and expansion across the portfolio.

OUR APPROACH TO WORK LOCATION

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:

• Santa Barbara, CA (Our HQ)
• Seattle, WA
• Kansas City, KS/MO

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.

WORKING AT ARTERA

• Company benefits - Full health benefits (medical, dental, and vision), flexible spending accounts, company paid life insurance, company paid short-term & long-term disability, company equity, voluntary benefits, 401(k) and more!
• Career development - Manager development resources, employee development funds
• Generous time off - Company holidays, Winter & Summer break, and flexible time off
• Employee Resource Groups (ERGs) - We believe that everyone should belong at their workplace. Our ERGs are available for identifying employees or allies to join.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

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 hr@artera.io.

DATA PRIVACY

Artera values your privacy. By submitting your application, you consent to the processing of your personal information provided in conjunction with your application. For more information please refer to our Privacy Policy.

SECURITY REQUIREMENTS

All employees are responsible for protecting the confidentiality, integrity, and availability of the organization’s systems and data, including safeguarding Artera’s sensitive information such as, Personal identifiable Information (PII) and Protected Health Information (PHI). Those with specific security or privacy responsibilities must ensure compliance with organizational policies, regulatory requirements, and applicable standards and frameworks by implementing safeguards, monitoring for threats, reporting incidents, and addressing data handling risks or breaches.