SmarterDx is hiring a Senior Manager, Customer Success to help health system clients maximize the value they find in our platform. You will build trust, identify insights, and drive solutions, requiring exceptional project management, relationship-building, and communication skills.
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 and providing guidance to help achieve business objectives.
- Partner with CS leadership to develop team tools, templates, and processes, such as implementation plans, CS playbooks, and customer onboarding.
- 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 needed solutions.
- 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 needs, ideas, and challenges, and advocate for solutions and product enhancements.
- Surface customer success stories and help build a list of reference customers.
- Coordinate implementation with clients and internal teams to ensure a successful launch.
What We're Looking For
- 7-10+ years 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.
- Capable of being both detail-oriented and a big picture thinker, and can tailor communications appropriately.
- Gracious, empathetic, and excellent in written and verbal communication.
- Ability to say 'no', offer alternative solutions, and have difficult customer conversations respectfully.
- 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 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 Salesforce, ChurnZero, or similar platforms.
- Comfort with ad hoc data analytics.
Benefits & Compensation
- Compensation: $165K to $185K + equity incentives.
- Medical, Dental & Vision – Comprehensive plans covering 90-100% of your premiums and 70-90% for dependents.
- One Medical Membership – Free membership if enrolled in a SmarterDx medical plan.
- Paid Parental Leave – Up to 12 weeks of paid leave for birth or adoption.
- Remote-First Team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend.
- Unlimited PTO & 10 Holidays – 4 of which are floating holidays.
- Learning & Development Budget – $500 per year for courses, books, and resources.
- 401(k) with Traditional & Roth Options 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 position. You can work from anywhere within the United States.
Join SmarterDx and help optimize the way the healthcare system works for everyone.
