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.
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.
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.
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].
Skills Required
- Bachelor’s degree or equivalent combination of education and experience
- 8–12 years of related experience with a bachelor’s degree, or 4–8 years with an advanced degree, or equivalent experience
- 6–10 years of experience in customer success, account management, or implementation management in B2B SaaS
- At least 5 years working with or inside large health systems
- Demonstrated ownership of enterprise accounts with at least $300K ARR
- Familiarity with EHR systems such as Epic, Meditech, Oracle Health, or Athenahealth
- Experience executing advanced platform configuration, integration design, and workflow architecture
- Experience building and maintaining VP-level and C-suite relationships
- Experience managing escalations and communicating ROI, workflow, and integration outcomes
- Experience using data analysis, dashboards, reports, and business cases to drive customer outcomes
- Daily hands-on use of AI tools for drafting, preparation, summarization, and follow-up
- Ability to travel at least 25% of the quarter
- Advanced business, technology, or healthcare degree
- PMP, LSS Black Belt, or equivalent process or program certification
- Experience partnering with Account Executives 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 customer experience teammates
Artera Compensation & Benefits Highlights
-
Healthcare Strength — Health coverage includes multiple plan options with features such as $0 copays for in-network mental-health visits and family-planning benefits. Feedback suggests employees often find the medical coverage affordable and, at times, low- or no-cost for the employee.
-
Parental & Family Support — Paid parental leave of about 12 weeks applies to both birthing and non-birthing parents, with added support like 30 days of food delivery and childcare reimbursement during the return-to-work transition. Feedback suggests this policy is viewed very favorably.
-
Leave & Time Off Breadth — Flexible/unlimited PTO with no accruals or “use it or lose it” rules is emphasized. Feedback suggests employees appreciate the flexibility and strong marks for vacation/PTO.
Artera Insights
What We Do
Artera is a patient communication and engagement platform designed to assist healthcare providers in managing and automating interactions with patients through various channels, including text, email, phone, and voice AI agents. This innovative solution caters to a diverse range of healthcare entities, such as specialty practices, Federally Qualified Health Centers (FQHCs), health systems, and federal agencies, all of which require efficient coordination of patient communication across multiple workflows. Artera's key capabilities significantly enhance patient communication efficiency. The voice AI agents are particularly noteworthy, as they can manage routine patient interactions such as appointment scheduling, intake processes, referrals, payments, and care gap outreach. This automation not only reduces the administrative burden on healthcare staff but also improves the overall patient experience by providing timely and accurate responses. Additionally, the Smart Inbox feature consolidates all patient communications in one accessible location, allowing providers to maintain a complete log of conversation history and context across different practices. Artera's platform supports over 200 million patients and processes more than 2 billion communications annually, showcasing its robust capabilities in the healthcare communication landscape. With integrations into major EHR systems and a commitment to security, as evidenced by its SOC 2 Type 2, HITRUST, HIPAA compliance, and FedRAMP Class D Certification, Artera prioritizes patient data protection. Importantly, patient data is not utilized to train AI models, ensuring privacy and compliance. With over 11 years of experience in healthcare communication and recognition as the top-ranked solution in KLAS for Patient Communications in 2026, Artera stands out as a comprehensive solution for healthcare organizations seeking to enhance patient engagement and streamline communication processes. For more information, visit www.artera.io.
Why Work With Us
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.
Gallery
.png)
.jpg)
Artera Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We are focusing our U.S. hiring in three cities: Santa Barbara, CA (Our HQ), Seattle, WA, and Kansas City, KS/MO. Each location follows an in-person schedule that reflects how our local teams work best.
