Role

SmarterDx is seeking a talented 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 occasionally help coordinate the implementation process. This position requires exceptional project management, relationship-building, and communication skills.

This role is fully remote within the US.

Responsibilities

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
Partner with the VP of Customer Success to develop 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
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

Your Qualities

5+ years experience working in customer success, account management, implementation, or consulting
3+ years experience in healthcare and/or SaaS technology
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-Have Qualifications

Healthcare administration, revenue cycle, or hospital billing experience
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

Compensation

$120K to $160K base salary + equity

Benefits

Medical/dental/vision benefits
401k
Free One Medical membership
Parental leave
Remote first
Minimal bureaucracy
Incredible teammates!

Apply for this Job

* Required

First Name *

Last Name *

Email *

Phone *

Resume/CV *

(File types: pdf, doc, docx, txt, rtf)

Cover Letter

(File types: pdf, doc, docx, txt, rtf)

Have you ever worked at a high-growth SaaS startup? *

If yes: What was the company and its stage when you joined? *

In your career, have you ever been exposed in any way to EMRs/EHRs? *

Website

LinkedIn Profile

Your Pronouns

Will you now or in the future require SmarterDx to file a petition or application for employment-based visa status on your behalf to begin or continue employment with our company? If you have non-immigrant status, for example F-1 or H-1, your answer to this question should be “yes.” Please note that we regretfully cannot provide sponsorship for new employment-based visa status at this time. *

This role is remote, however, you must currently reside in the United States in order to be considered. Do you currently reside in the United States? *

As part of our hiring process, you will be asked to complete a background check once an offer of employment has been accepted. Are you willing to complete a background check? *

Enter the verification code sent to to confirm you are not a robot, then submit your application.

Security Code *

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.