Director of Customer Experience
Acclinate
Sales & Business Development, Customer Service
Remote
Posted on Mar 19, 2026
Acclinate Inc. Director of Customer Experience Remote · Full time
Director of Customer Experience is a strategic, cross-functional leadership role, responsible for defining, measuring, and improving the customer journey. This role acts as the voice of the customer across the company, translating customer insights into actionable improvements in product, policy, and service design.
About Acclinate Inc.
Acclinate is the catalyst for health equity. We use trust, technology, and community engagement to help the healthcare ecosystem connect with those they aim to serve. Our approach ensures innovation is inclusive, empowering communities to take actions for better health.
Description
Core Responsibilities
Customer Journey & Experience Strategy
- Lead customer journey mapping. Own and continuously improve the end-to-end customer journey (onboarding → adoption → support → renewal).
- Define experience principles, standards, and expectations
- Identify moments that matter and critical friction points
Voice of the Customer
- Own customer feedback programs (NPS, interviews, reviews)
- Synthesize qualitative and quantitative insights into clear themes
- Communicate customer insights to leadership and cross-functional teams
Cross-Functional Influence
- Partner with BD, Product, Community, Marketing, and Customer Operations to drive experience improvements
- Translate customer pain points into product requirements and process recommendations
- Advocate for the customer in roadmap, prioritization, and strategy discussions
Partnering with Customer Operations
- Partner with Customer Operations on staffing, scheduling, or queue management
- Partner with Customer Operations to recommend SOW updates or experience-related changes when customer outcomes fall short
- Use Ops metrics as inputs to explain experience outcomes
Measurement & Reporting
- Define and own customer experience success metrics
- Track trends in satisfaction, loyalty, and retention
- Provide regular insights and recommendations to XLT/SLT
Qualifications
- Experience: 5+ years in Customer Success, Account Management, or Experience Strategy, with a strong preference for backgrounds in healthcare IT or enterprise SaaS.
- Analytical Mindset: Proficiency in CRM tools (Salesforce, HubSpot) and data analysis tools to track customer health, usage data, and operational metrics.
- Empathy & Influence: Proven ability to blend high-touch relationship management (interviews) with high-level strategic presentation (C-suite pivot strategies)
Salary
$80,000 - $87,000 per year
