SmarterDx is looking for a Customer Success Operations Associate to play a key role in optimizing our internal processes and enhancing client support. You will partner directly with Customer Success Managers and cross-functional teams to improve the customer experience, focusing on process development and resolving complex technical issues.

What You'll Do

Develop an advanced understanding of all SmarterDx applications and partner with cross-functional teams to resolve complex customer issues.
Act as an escalation point of contact for complex Support issues triaged by Support Analysts.
Serve as a thought partner to CS Operations Managers and other teams when addressing nuanced client requests.
Proactively document and train the Customer Success team on new or updated processes.
Leverage SQL to complete back-end queries and effectively triage complex customer issues.

What We're Looking For

5+ years experience in customer service or project management roles.
3+ years of experience creating and optimizing standard operational procedures.
Strong experience in at least one of: technical troubleshooting and problem-solving using SQL; experience with clinical documentation improvement (CDI) software or related healthcare applications; experience at a startup or healthcare company.
Excellent communication skills, with the ability to work comfortably with technical and clinical teams.
Well-versed in Jira or similar ticketing tools (e.g., Zendesk, ServiceNow) for issue tracking, workflow management, and operational support.
Excellent time management and prioritization skills in a remote environment.

Nice to Have

Experience preferably in healthcare technology or SaaS organization.
Flexible team player with a strong ability to adapt to changing priorities and department goals.
Strong empathy and patience, with a genuine desire to help colleagues and customers succeed.
Ability to quickly learn and adapt to new technologies and processes.
Proactive approach to identifying and resolving potential issues before they escalate.

Technical Stack

SQL
Jira or similar ticketing tools (e.g., Zendesk, ServiceNow)

Team & Environment

You will partner with Customer Success Managers and Customer Support Managers, collaborating closely with cross-functional teams to drive customer success.

Benefits & Compensation

Salary: $100,000 - $120,000
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.
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.