Senior Manager, Customer Success

SmarterDx

2d • $140,000 - $160,000 • Remote

About The Position

SmarterDx is seeking a Senior Manager, Customer Success who can help our customers thrive. In this role, you will ensure our health system clients maximize the value they find in SmarterDx by building trust, identifying insights, and driving toward solutions. You will collaborate with cross-functional teams to unlock customer value, monitor the effectiveness of SmarterDx’s solution post go-live, and help coordinate the implementation process for new clients and problems. This position requires exceptional project management, relationship-building, and communication skills. This role is fully remote within the US.

Requirements

• 7-10+ years experience working in customer success or account management, primarily in health tech space with hospital and/or health system clients
• Familiarity with DRGs and how they translate into payment
• Capable of being both detail-oriented and a big picture thinker, and can tailor communications by appropriately zooming in or zooming out
• Gracious, empathetic, and excellent in written and verbal communication
• Ability to say “yes,” but also know how to say “no”, offer alternative solutions, and have difficult customer conversations in a respectful manner
• Thrive in ambiguous roles and can use critical thinking skills to “figure it out”
• Ability to wear multiple hats within the same or multiple projects: PM, CSM, trainer, process designer, QA

Nice To Haves

• Hospital revenue cycle/billing experience is a huge plus, especially familiarity with CDI operational workflows
• Prior experience at a startup--especially as the first Customer Success Manager on a team
• Experience using Salesforce, ChurnZero, or similar
• Comfort with ad hoc data analytics

Responsibilities

• Manage a portfolio of existing, “live” customers on the SmarterDx platform
• Develop deep relationships with customers at all levels, acting as the customer's trusted advisor, and providing guidance and knowledge to help them achieve their business objectives
• Partner with CS leadership to develop team tools, templates and processes, such as implementation plans, CS playbooks, and customer onboarding processes
• Lead hand-offs from Sales to CS, through implementation and go-live
• Coordinate with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers
• Monitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewals
• Deliver customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocate for solutions and product enhancements
• Surface customer success stories, and help build a list of reference customers
• If necessary, coordinate implementation with clients and internal teams to ensure a successful launch

Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
• Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
• Remote-First Team – Work from anywhere in the U.S.
• Unlimited PTO & 10 Holidays – So you can relax and recharge.
• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
• Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
• Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed