Fractional Director of Customer Experience

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.

This role is infrastructure- and operations-focused. It will work closely with the Chief Customer Officer and manage the Sr. Manager of Professional Services and Customer Success functions to ensure Gainsight optimization, standardized playbooks, customer lifecycle clarity, and scalable outreach models are in place.

The focus is not on owning renewals or expansion revenue directly, but on strengthening the operational foundations that make retention, adoption, and customer health predictable and measurable.