Thoughtful AI · 1 day ago
Client Experience Lead
United States
Full-time
Remote
Senior Level
5+ years expThoughtful is seeking a Client Experience Lead who will lead the transformation of organizations’ Revenue Cycle operations. This role involves guiding customers through complex transformation efforts, ensuring solutions are effectively designed and implemented to achieve desired financial and operational outcomes.
Artificial Intelligence (AI)Enterprise SoftwareHealth CareRobotic Process Automation (RPA)
Responsibilities
Accountable for the successful delivery of Smarter Technology solutions and driving transformation at our most critical customer partners
Deploy delivery strategy, governance structures, milestones, and resource plans across complex, multi workstream programs
Provide clear, structured, and actionable communications to both Smarter Technology and customer executives
Drive, direct, coach, and support cross-functional teams, modeling structured, thoughtful decision-making
Contribute to delivery playbooks, standards, and methodologies that improve consistency and scale
Lead customers through AI-driven RCM and HITL implementations, ensuring clarity of workflows, decisions, expectations, and operational outcomes
Help customers understand what is being built, why it matters, and how it will deliver measurable impact
Bring clarity to ambiguous situations and align stakeholders and decision-makers across customer organizations
Partner with technical teams to translate customer workflows into accurate, scalable AI and HITL processes, and validate key design decisions
Orchestrate engineering, TPM, data, operations, and customer teams to maintain alignment and execution
Support overall program health by maintaining visibility into deployment progress, risks, and dependencies, identifying issues early and coordinating resolution to keep the program on track
Ensure each deployment achieves the customer’s defined goals and delivers improvements aligned with the outcomes set at the start of the partnership
Identify opportunities to strengthen performance and coordinate with Customer Success on any potential expansion discussions across the customer organization
Build confidence and long-term partnership success by ensuring high-quality delivery and sustained operational impact
Qualification
Required
Demonstrated experience leading complex, multi-workstream programs that require coordination across engineering, data/analytics, operations, and customer teams
5+ years in a customer-facing delivery, program management, or consulting role, with proven ability to guide organizations through operational or technology transformation
Strong ability to bring clarity to ambiguity, align decision-makers, and drive structured, high-quality decision-making across diverse stakeholders
Experience translating business or operational workflows into technology-enabled solutions, including validating key design decisions with technical teams
Exceptional written and verbal communication skills, with the ability to articulate expectations, decisions, and outcomes to executives
Strength in early risk identification, issue resolution, and maintaining overall program health to ensure successful deployments
Strong prioritization and problem-solving skills; able to simplify complexity and guide teams toward measurable outcomes
Entrepreneurial mindset with the determination to remove obstacles and deliver high-quality results
Preferred
Experience in Revenue Cycle Management (RCM) operations, transformation, or technology enterprise implementation
Familiarity with HITL systems, AI-driven automation, or healthcare workflow technologies
Background working with healthcare provider groups, payers, or RCM service organizations
Benefits
Market-leading base salary and bonus
Medical, dental, and vision insurance for you and your dependents
Flexible Time Off
Company
Thoughtful AI
Thoughtful AI provides an AI operating system designed specifically for healthcare revenue cycle management teams.
51-200 employees
H1B Sponsorship
Thoughtful AI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Growth StageTotal Funding
$35.83MKey Investors
New Mountain CapitalDrive Capital
2025-04-10Private Equity
2024-04-19Series A· $20M
2022-03-31Seed· $10M
Leadership Team
Alex Zekoff
Co-Founder, CEO
Chris Williams
SVP of Customer Engineering, Security, and Support
Recent News
2025-10-03
Company data provided by crunchbase