Director of Customer Experience

Job description

Who We’re Looking For We are hiring a Director of Customer Experience (L4) to own the quality, consistency, and effectiveness of the CareMessage experience across customers, partners, and grant-funded programs. This role is responsible for ensuring that customers and ecosystem partners are successfully onboarded, engaged, supported, and enabled to realize value from the platform, with a strong focus on adoption, time to value, and long-term health. This is a senior people-management and systems-leadership role. The Director of Customer Experience leads multiple customer-facing functions and programs, including Professional Services, Customer Success across segments, Workforce Enablement, Partner Success, and core CX infrastructure such as Gainsight, CareMessage Academy, and Customer Advisory Boards. While this role does not own renewals or expansion revenue, it plays a critical role in supporting Net Revenue Retention and philanthropic accountability by ensuring customers, partners, and grant-funded programs are healthy, engaged, and meeting their intended outcomes. Equally important: we need a leader who will help CareMessage scale its CX function non-linearly—growing our ability...