Role
SmarterDx is seeking a Senior Manager of Customer Success 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
- 8-10+ years experience working in customer success, account management, implementation, or consulting in healthcare and/or SaaS technology
- Must have strong experience in at least two of the following:
- Data analytics (including SQL proficiency)
- Hospital revenue cycle management
- Interoperability (eg, HL7)
- 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
- $160K to $180K base salary + equity
Benefits
- Medical/dental/vision benefits
- 401k
- Free One Medical membership
- Parental leave
- Remote first
- Minimal bureaucracy
- Incredible teammates!
