Role SmarterDx is seeking a Customer Success Manager who can help our customers thrive. In this role, you will ensure our health system clients have a positive experience with SmarterDx by developing deep relationships with clients, from hospital CFOs to Clinical Documentation Specialists to IT managers and beyond. You will collaborate with cross-functional teams to resolve customer issues, monitor the effectiveness of SmarterDx's solution post go-live, and coordinate with our implementation team to launch new clients. This position requires exceptional project management, relationship-building, and communication skills.
This role is a fully remote role located in Connecticut, Delaware, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, or Vermont.
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 the customer's trusted advisor, and providing guidance and knowledge to help them achieve their business objectives
- Be a key contributor to 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
- 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 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
What You Bring - 3-5+ years experience working in customer success or account management with hospital and/or health system clients
- Hospital revenue cycle experience is essential.
- You take radical ownership over troubleshooting problems
- Capable of being both detail-oriented and a big picture thinker, and can tailor communications by appropriately zooming in or zooming out
- You are gracious, empathetic, and excellent in written and verbal communication
- You love to say "yes," but you know how to say "no", offer alternative solutions, and have difficult customer conversations in a respectful manner
- You thrive in ambiguous roles and can use critical thinking skills to "figure it out"
- You love variety and are able to wear multiple hats within the same or multiple projects: PM, CSM, trainer, process designer, QA
Nice to Haves - Prior experience at a startup especially as an early member of a new Customer Success team
- Experience using Jira to create and manage tasks and issues
- Strong experience with data analytics
Compensation - $120K to $155K base salary + equity
Benefits - Medical, Dental & Vision - Comprehensive plans with leading insurance providers, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan.
- One Medical Membership - Free membership included if you enroll 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 include floating holidays so you can recognize the days that matter most to you.
- Learning & Development Budget - $500 per year (prorated) for courses, books, and resources to expand your skills.
- 401(k) with Traditional & Roth Options - Tax-advantaged retirement savings through Empower.
- 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.