Director, Customer Success

Summary

Join SmarterDx as their Director, Customer Success and ensure health system clients have a positive experience. Develop deep relationships with clients at all levels, from CFOs to IT managers. Collaborate with cross-functional teams to resolve customer issues and monitor the effectiveness of SmarterDx’s solution. This role requires exceptional project management, relationship-building, and communication skills. The position is fully remote within the US. SmarterDx builds clinical AI to help hospitals analyze patient records and improve revenue, care quality, and operations. Become a Smartian and help optimize healthcare!

Requirements

• 12+ years experience working in customer success or account management, primarily in health tech space with hospital and/or health system clients
• You're familiar with DRGs and how they translate into payment
• 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

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

Preferred Qualifications

• Hospital revenue cycle/billing experience is a huge plus, especially familiarity with CDI operational workflows
• 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
• Strong experience with data analytics

Benefits

• $185K to $215K salary + equity incentives
• 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