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DirectorContract
Salary Range
$100 - $100 /hour
About the Role
We are seeking a part-time Fractional Head of Customer Experience to establish and optimize CareMessage’s customer experience infrastructure, lifecycle standards, and operational rigor. This role will focus on building scalable systems that enable high-quality onboarding, engagement, health monitoring, and customer enablement across segments.
Key Responsibilities
- →CX Infrastructure & Gainsight Optimization
- →Audit and optimize Gainsight configuration, health scoring, workflows, and reporting.
- →Define and implement standardized lifecycle stages and engagement triggers.
- →Ensure consistent data hygiene and CX tooling adoption across teams.
- →Establish executive-level dashboards for customer, partner, and program health.
- →Playbooks & Lifecycle Design
- →Develop clear, repeatable playbooks for onboarding, success planning, outreach cadence, and risk management.
- →Define success plan templates and engagement standards for Strategic CSMs.
- →Clarify handoffs between Sales, Implementation, and Customer Success.
- →Standardize QBR frameworks and reporting structures.
- →Strategic CSM Enablement
- →Ensure Strategic Customer Success Managers have structured processes, documentation, and operating standards.
- →Define expectations for customer engagement, health monitoring, and proactive outreach.
- →Install scalable outreach models aligned to segment complexity.
- →Customer Programs & Advisory Infrastructure
- →Stand up and operationalize Customer Advisory Boards (CABs).
- →Define program structure, cadence, insight capture, and executive reporting loops.
- →Build training operational infrastructure (coordination, tracking, and integration into lifecycle).
- →Outreach & Scale Strategy
- →Develop scalable customer communication frameworks.
- →Define segmentation-based engagement strategies.
- →Recommend staffing models and engagement ratios aligned to ARR and customer complexity.
- →Leadership & Team Oversight
- →Manage and coach the Sr. Manager of Professional Services and Customer Experience.
- →Ensure alignment between Implementation, Technical Support, and Customer Success.
- →Drive execution of defined operating plans during the engagement period.
Requirements
- ✓10–15+ years in Customer Experience, Customer Success, or CX Operations leadership.
- ✓Demonstrated experience implementing or optimizing Gainsight (or similar platforms) at scale.
- ✓Strong background in lifecycle design, health scoring frameworks, and playbook development.
- ✓Experience standing up CX infrastructure in SaaS or healthcare technology environments.
- ✓Ability to operate independently and deliver structured outputs within a defined contract window.
- ✓Experience working in startup, transformation, or fractional consulting environments preferred.
- ✓Alignment with CareMessage’s mission to advance health equity.
