Senior Director, Customer Success

Summary

Join SmarterDx as a Senior Director of Customer Success and lead a team responsible for managing key health system accounts. You will oversee regional customer success leaders, develop account strategies, drive expansion and renewals, and mentor your team. This fully remote US-based role requires strong leadership experience in customer success within the healthcare industry. You will collaborate cross-functionally to ensure client satisfaction and contribute to SmarterDx's growth. The position offers a competitive salary, equity, and a comprehensive benefits package.

Requirements

• 10+ years of experience in customer success, account management, or consulting with large health systems or hospitals
• 5+ years of proven leadership experience managing high-performing teams; previous senior director or similar leadership scope is highly desirable
• Deep knowledge of hospital revenue cycle and the healthcare ecosystem, with the ability to effectively communicate ROI and strategic value to CFOs and other health system executives
• Track record of driving complex account expansions, renewals, and high customer satisfaction scores, particularly in a startup or rapidly growing environment
• Strong relationship-building skills, with an emphasis on executive-level engagement and influence
• Exceptional communication skills—capable of both high-level strategic conversations and detail-oriented problem-solving discussions
• Radical ownership mindset, thriving in ambiguous, fast-moving contexts that demand agility and creativity
• Proficiency with CRM tools (e.g., Salesforce) and familiarity with ticketing systems (e.g., Jira) or project management software for cross-functional collaboration

Responsibilities

• Recruit, develop, and manage a growing team of Customer Success Managers and Senior Managers, Customer Success, each overseeing a portfolio of health system clients
• Establish performance metrics, set team objectives, and design development plans to ensure regional teams consistently meet and exceed goals
• Partner with the VP of Customer Success and your regional leadership team to develop regional strategies for customer success, including onboarding, adoption, expansion, and renewals
• Identify new opportunities to deepen client relationships, collaborating with Sales and Product teams to drive growth and secure long-term partnerships
• Serve as a trusted advisor to C-level stakeholders at major hospital systems, clarifying business outcomes and aligning SmarterDx’s platform to client objectives
• Provide senior-level oversight and guidance for complex or high-profile accounts, working closely with your team to mitigate risks and drive success
• Collaborate with Implementation, Clinical Excellence, and Product/Engineering teams to ensure client needs are met swiftly and effectively, especially for escalations or complex technical requirements
• Advocate for customers internally, ensuring their feedback informs product roadmaps and service enhancements

Preferred Qualifications

• Advanced degree (e.g., MBA or MPH) or specialized certifications in project management (PMP, Lean Six Sigma)
• Experience working in a high-growth SaaS startup
• Strong data analytics background, with the ability to develop dashboards and guide data-driven decisions

Benefits

• 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