Customer Experience Partner (US, Remote)

3+ years of experience in Customer Success, Implementation, Account Management, or another customer-facing role in a SaaS environment. Experience supporting a dynamic book of business of Commercial customers. Ability to communicate clearly and build trusted customer relationships. Comfortable simplifying technical concepts for non-technical users. Strong organizational skills and ability to manage multiple projects simultaneously. Analytical mindset with the ability to translate data into actionable insights. Experience with healthcare workflows or health tech environments preferred. Previous exposure to deployment, configuration, or product training activities. Strong technical configuration acumen including experience with HTML/CSS, JSON, XML. Ability to travel up to 20%.

Lead customer technical configurations for speed and adoption. Configure customer environments and guide administrators. Deliver product overviews and workflow recommendations. Serve as the primary customer contact for onboarding and value delivery. Manage the full post-sale lifecycle for customer accounts. Build strong relationships with users and operational leaders. Understand customer goals and workflows to tailor guidance. Monitor usage patterns and customer health to identify risks. Recommend workflow improvements and feature adoption. Provide strategic check-ins to reinforce value. Collaborate with Customer Academy for training. Partner with Account Managers on renewals and expansions. Share customer insights and product feedback internally. Support Customer Experience process optimization. Maintain accurate account records and documentation. Track progress toward customer goals and internal KPIs. Follow operational processes for consistent delivery.