Customer Experience Builder

Customer Experience Builder

Product Dept / Full Time / Remote

Canvas Medical, established in 2015, is the EMR company accelerating everyday medicine at the speed of science. Canvas helps customers optimize the clinician experience using its unified architecture and developer tools - enabling optimized workflows, connected patient experiences, and integrated healthcare data. Canvas works with customers across all care models and verticals, from direct-to-consumer virtual care to at-risk complex care and everything in between. For more information about Canvas Medical, visit canvasmedical.com.

The Role

The Customer Experience Builder is a builder who sits inside the customer relationship and helps customers fully harness the potential of the Canvas platform. A Customer Experience Builder does this not only by suggesting how to customize Canvas to achieve their business goals but also by extending what Canvas can do by writing plugins, configuring workflows, and building integrations that close the gap between what a customer needs and what the platform provides out of the box.

The primary focus of Customer Experience Builders is making customers successful. A Customer Experience Builder may be deeply embedded with a single customer for weeks or months, building out clinical workflows end-to-end and doing what is necessary to get Canvas working well for their specific context. At the same time, a Customer Experience Builder holds a broader view: recognizing when a solution built for one customer solves a problem that others share, and making sure that work gets packaged in a way that creates value beyond the engagement it came from. That balance — between going deep for the customer in front of you and building in a way that scales — is a judgment call this person makes continuously.

This role requires two things that are rarely found together: the ability to earn a customer's trust, and the ability to ship real software. Trust means showing up prepared, communicating clearly, and following through. Building means writing code and shipping plugins, not specifying what someone else should build. Both matter equally. A great communicator who can't build won't be able to deliver what customers actually need. A great builder who can't earn trust will build things customers won't use.

Who We Are

We are a tight-knit group with diverse backgrounds, deeply committed to our mission and our users. We believe that healthcare can serve everyone in the US more effectively and our role in doing that is to give caregivers superpowers with software. We strive to be humble, hungry, and smart — both people-smart and problem-smart. We believe success comes from optimizing for the whole, and we welcome everyone’s ideas to the table. We focus on intentional growth so we can expand our skills and apply them to accomplish new goals. We are dedicated to helping each other be our best.

What You’ll Do

Understand the Customer

• Develop a working understanding of each customer's clinical workflows, operational constraints, business model, and strategic goals

• Lead discovery that gets to the actual problem beneath the stated requirement — diagnose before you build

• Map the gap between where a customer is and where they need to be, and design a practical path to get there

• Build the kind of presence in a customer's organization where they're bringing you into the important conversations, not just the support tickets

Build, Ship, and Iterate

• Write plugins, configure Canvas workflows, and build integrations using Canvas's SDK, AI-assisted development tools (including Claude Code), and other modern tooling

• Get functional solutions in front of customers quickly, learn from how they're actually used, and improve continuously

• Own delivery end-to-end — from initial discovery through production deployment and post-launch stability

• Know when to build it yourself, when to guide the customer to build it, and when to route to another team

Communicate and Build Trust

• Show up prepared, follow through on commitments, and communicate proactively — customers should not be surprised by delays, scope changes, or technical constraints

• Translate complex technical concepts into plain language for clinical and operational stakeholders, and translate clinical realities into technical requirements for engineers and builders

• Keep internal teams informed with clear, timely updates so nothing falls through the cracks. Ensure other teams are aware of dependencies and are tracking to appropriate delivery timelines

Navigate the Single-to-Many Tradeoff

• Continuously make the judgment call between going deep on a specific customer's needs and building in a way that will work for others

• Recognize when a workflow, plugin, or solution built for one customer is solving a problem that others share, and make sure that work doesn't stay siloed

• Contribute back to the shared plugin catalog, architectural patterns, and playbooks that make the Customer Experience team and Canvas more effective across all customers

• Contribute to Canvas's public-facing developer experience: documentation, guides/ examples, and patterns that help customers and partners build on Canvas more effectively

• Act as the connective tissue between what customers experience in the field and what gets built into the wider plugin catalog

Who You Are

• A track record of actually owning and shipping solutions, not just designing or coordinating them

• Demonstrated ability to use modern AI-assisted development tools (Claude Code, Replit, Cursor, or similar) to build functional software independently

• Customer-obsessed: the customer's success is personal to you. You don't consider a project done when the ticket is closed — you consider it done when the customer's workflows are genuinely better

• Exceptional communicator: you can explain anything to anyone, build trust in a room full of skeptical clinicians, and hold a deep technical conversation with an engineer — sometimes in the same meeting

• Bias to velocity: your default is to ship something and learn, not to plan something and wait. When others see a blocker, you find a path around it

• Radical ownership: you take end-to-end responsibility for customer outcomes. Problems don't get handed off or escalated as a first move — they get solved

• First-principles thinker: you deconstruct problems to understand what's actually happening rather than pattern-matching to the nearest familiar solution

• Comfortable with ambiguity: you don't need perfect requirements to make progress. You use MVPs and fast iteration to reduce uncertainty rather than waiting for clarity that may never come

• Healthcare technology background preferred, with understanding of clinical workflows and the operational realities of care delivery

Nice to Haves

• Hands-on experience with Python or similar languages

• Familiarity with FHIR or clinical data standards

• Experience building on top of EMR or health tech platforms

• Experience in a forward-deployed, embedded, or onsite customer role

Research shows that women and other minority groups might avoid applying if they don’t meet 100% of the qualifications. We encourage you to apply even if you don’t meet everything listed in the job posting.

Salary Range

$140,000 - $180,000 a year

Location

San Francisco preferred.

We are a fully remote, distributed team. We encourage people to do their work when and where they perform at their best. Because of this structure, strong written communication skills, time management skills, and personal accountability are very important to us.

Employee Benefits:

• Competitive Salary & Equity Package

• Health Insurance

• Home Office Stipend

• 401k

• Paid Maternity/Paternity Leave (12 weeks)

• Flexible/unlimited PTO

Canvas Medical provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.