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 $180K base salary + equity

Benefits

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

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