SmarterDx is looking for a Customer Success Manager to ensure our health system clients have a positive experience and achieve their goals. In this role, you will become the trusted advisor for a portfolio of live customers, coordinating across teams to drive value and success.
What You'll Do
- Manage a portfolio of existing, 'live' customers on the SmarterDx platform.
- Develop deep relationships with customers at all levels, acting as their trusted advisor.
- Be a key contributor to team tools, templates, and processes, such as implementation plans and CS playbooks.
- Lead hand-offs from Sales to CS, through implementation and go-live.
- Coordinate with internal teams to resolve customer issues and access additional resources.
- Monitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewals.
- Identify actionable insights by combining your understanding of customer needs, revenue cycle operations, and healthcare data.
- Deliver customer feedback as a voice of the customer to internal teams, identifying needs and advocating for solutions.
- Surface customer success stories and help build a list of reference customers.
- Coordinate implementation with clients and internal teams to ensure a successful launch if necessary.
What We're Looking For
- 3-5+ years of experience working in customer success or account management.
- Experience primarily in the health tech space with hospital and/or health system clients.
- Familiarity with DRGs and how they translate into payment.
- Takes radical ownership over troubleshooting problems.
- Capable of being both detail-oriented and a big picture thinker and can tailor communications.
- Gracious, empathetic, and excellent in written and verbal communication.
- Knows how to say 'no', offer alternative solutions, and have difficult customer conversations respectfully.
- Thrives in ambiguous roles and can use critical thinking skills to 'figure it out'.
- Loves variety and is able to wear multiple hats: PM, CSM, trainer, process designer, QA.
Nice to Have
- Hospital revenue cycle/billing experience, especially familiarity with CDI operational workflows.
- Prior experience at a startup—especially as the first Customer Success Manager on a team.
- Experience using Jira to create and manage tasks and issues.
- Strong experience with data analytics.
Benefits & Compensation
- Compensation: $135,000 - $160,000 + equity incentives.
- Medical, Dental & Vision – Comprehensive plans, covering 90-100% of your premiums and 70-90% for dependents.
- One Medical Membership – Free membership included if you enroll in a SmarterDx medical plan.
- Paid Parental Leave – Up to 12 weeks for birthing parents and 6 weeks for non-birthing parents.
- Remote-First Team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend.
- Unlimited PTO & 10 Holidays – 4 of which include floating holidays.
- Learning & Development Budget – $500 per year (prorated) for courses, books, and resources.
- 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Empower.
- Minimal Bureaucracy – A fast-moving, high-impact environment.
- Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.
Work Mode
This is a remote-first role open to candidates anywhere in the United States.
SmarterDx is an equal opportunity employer.