Customer Experience Manager

Job Description:

About Streamline Healthcare Solutions:

Here at Streamline, we strive on building lasting and trusting relationships with our clients, and our employees set the bar.

Our mission is to build innovative technology solutions that empower people who improve behavioral health and quality of life of those in need. We are a high growth technology company that delivers web-based software for healthcare organizations to provide and coordinate all service delivery processes. Streamline has been offering software in the behavioral health marketplace since 2003. Streamline has built and maintains systems for some of the nation’s premier behavioral health organizations using the latest web-based technology.

Streamline offers competitive compensation and benefits packages as well as a challenging, yet flexible, work environment that is conducive to collaboration and productivity. A career with Streamline Healthcare Solutions provides opportunities for growth and continued learning in a workplace where individual contribution is valued and recognized. Join us, and advance your career today with a company that is on the cutting edge of the behavioral healthcare technology industry.

Job Summary for the Customer Experience Manager

The Customer Experience Manager (CEM) is responsible for the successful delivery of Customer implementations and the ongoing management of Customer relationships throughout the customer lifecycle. This role serves as the primary point of accountability for project execution, customer communication, and long-term customer success.

The Customer Experience Manager partners closely with internal teams—including Implementation, Product, Support, Engineering and Sales—to ensure projects are delivered on time, within scope, and aligned to customer goals, while also building trusted relationships that drive adoption, satisfaction, and retention.

This role blends project management rigor with relationship leadership, ensuring customers experience a seamless, coordinated delivery from onboarding through implementation, continued support needs, and long-term account growth and relationship.

The role also requires the flexibility to engage in cross functional activities that promote seamless coordination and successful delivery of outcomes.

The Customer Experience Manager plays a critical role in ensuring that what is sold is successfully delivered, that Customers feel supported and confident throughout the process, and that long-term partnerships are built on trust, transparency, and results.

This is a remote position based in the United States. Ideal candidates will be located in the Mountain or Pacific time zones. The salary range for this role is $80,000 - $110,000 per year, DOE. Employment visa sponsorship is not available for this position.

Job Responsibilities for the Customer Experience Manager

Customer Relationship Management

• Manage multiple customer accounts as both Streamline representative and customer advocate to ensure customer satisfaction.

• Serve as the primary customer point of contact and effectively manage customer projects to ensure deliverables are met and within established timeframes

• Build and maintain strong, trusted relationships with customer stakeholders, including operational leaders and executive sponsors

• Proactively manage customer expectations, risks, and escalations

• Frequent communication and meetings with other Streamline teams including product and knowledge management, sales, engineers and developers, subject matter experts, support staff, implementation, finance, and leadership.

• Develop and monitor Customer Success Plans to ensure exceptional customer experience and maintain a customer satisfaction rating of 85% or greater.

• Facilitate 1:1, state user groups, and other customer focused group sessions

• Ensure revenue targets are met. This includes account receivables, customer retention,  and sales of additional product functionality and modules to enhance customer experience.

• Provide consultation on SmartCare product and facilitate timely access to resources needed to ensure customer optimization and effective product use.

Project & Delivery Management

• Manage and own project execution to ensure adherence to budget, schedule, and scope

• Develop and update project plans for implementation and enhancement projects including information such as project scope, objectives, technologies, systems, information specifications, schedules, contracts, and resource allocation.

• Coordinate and monitor cross functional internal resources to ensure timely and high-quality delivery. Monitor project milestones and deliverables

• Prepare project status reports by collecting, analyzing, and summarizing information and trends.

• Identify risks and coordinate development of mitigation plans for effective resolution

• Ensure scope changes are documented, communicated, and managed appropriately

• Contribute to cross functional workflows and tasks during project delivery when doing so supports scope, timeline, or quality commitments

Post Implementation & Ongoing Engagement

• Support customers through post go-live transition into steady state operations

• Ensure successful handoff to support or ongoing services teams while maintaining relationship continuity

• Monitor adoption, utilization, and delivery outcomes

• Identify opportunities to improve customer outcomes through process optimization or additional services

Internal Collaboration & Process Improvement

• Partner with Product, Engineering, and Support teams to resolve customer issues and improve delivery workflows

• Provide feedback on delivery challenges, product gaps, and customer needs

• Contribute to the continuous improvement of delivery standards, templates, and best practices

• Ensure delivery processes align with organizational standards and regulatory requirements

• Participate in collaborative working sessions or shared team initiatives that require contributions outside core responsibilities to enhance delivery effectiveness

Job Requirements for the Customer Experience Manager

• Bachelor’s degree from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience. 

• Minimum of 5 years prior project management or customer service experience in a healthcare setting, preferably behavioral health

• Experience and understanding of healthcare, health IT, behavioral health, payments, or other regulated industries

• Experience with Microsoft Office 365 or similar software

• Knowledge of business and management principles involved in strategic planning, resource allocation, change management, and project oversight. Proven ability to manage complex, multistakeholder projects

• Strong Customer facing communication and relationship building skills, including executive level

• Results driven, and able to prioritize multiple tasks in a dynamic, deadline-driven environment

• Comfortable managing ambiguity in regulated and/or enterprise environments

• Ability to work autonomously and have confidence in own decision making

• Ability to collaborate effectively with cross functional teams to ensure aligned delivery outcomes functional teams across Product, Implementation, Support, Engineering and Sales 

• Able to travel up to 50% of the time, with occasional weekend travel required.

• Willingness to work alternate schedules, as required.

Preferred Requirements for the Customer Experience Manager

• PBA and/or PMP certification

• Master's degree

Streamline Healthcare Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin, or any other characteristic protected under federal, state, or applicable local law.