SmarterDx is looking for a Customer Success Operations Manager to optimize internal processes and partner with Customer Success Managers to better support our clients. You will lead initiatives to improve the customer experience and collaborate with cross-functional teams in our mission-driven healthcare technology company.

What You'll Do

Develop an advanced understanding of all SmarterDx applications, serving as a final escalation point for complex support issues.
Serve as a thought partner to Account Managers and other teams on nuanced client requests.
Lead multi-week, cross-functional projects to manage requests from existing customers.
Proactively document and train teams on new or updated processes.
Build collaborative relationships with clear, professional communication across functions.
Leverage SQL to complete back-end queries to effectively triage complex customer issues.

What We're Looking For

7+ years in customer service or project management, preferably in healthcare technology or SaaS.
5+ years creating and optimizing standard operational procedures.
Strong experience in at least one of: creating process documentation/SOPs; clinical documentation improvement (CDI) software; or startup experience in healthcare/health tech.
Excellent communication skills, with the ability to work comfortably with technical and clinical teams.
A flexible team player with strong ability to adapt to changing priorities.
Strong empathy, patience, and a genuine desire to help colleagues and customers succeed.
Well-versed in Jira or similar ticketing tools (e.g., Zendesk, ServiceNow).
Ability to quickly learn and adapt to new technologies and processes.
Excellent time management and prioritization skills in a remote environment.
A proactive approach to identifying and resolving potential issues before they escalate.