Customer Success Manager
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Job Description
Customer Success Manager at SmarterDx developing relationships with health system clients. Ensuring positive experiences through project management and collaboration.
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
- 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
Requirements:
- 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
Benefits:
- Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
- Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
- Remote-First Team – Work from anywhere in the U.S.
- Unlimited PTO & 10 Holidays – So you can relax and recharge.
- 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
- 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.
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