Senior Manager, Customer Success

Summary

Join SmarterDx as a Senior Manager of Customer Success and ensure our health system clients have a positive experience. You will build strong relationships with clients at all levels, from CFOs to IT managers, collaborating with cross-functional teams to resolve issues and monitor the effectiveness of our solution. This fully remote role, based in select states, requires exceptional project management, relationship-building, and communication skills. You will lead hand-offs from sales to customer success, coordinate implementation, and report on client performance. You will also act as the voice of the customer, advocating for solutions and product enhancements. The ideal candidate has extensive experience in customer success or account management within the hospital and health system sector.

Requirements

• 8-10+ 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

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

• 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
• Strong experience with data analytics

Benefits

• $160K to $180K base salary + equity
• Medical/dental/vision benefits
• 401k
• Free One Medical membership
• Parental leave
• Remote first
• Minimal bureaucracy
• Incredible teammates!