Develops an advanced understanding of all SmarterDx applications, serving as a final escalation point of contact for complex Support issues that span multiple teams and may require extended triaging
Serves as a thought partner to Account Managers and other teams when addressing nuanced client requests
Leads multi-week, cross-functional projects to manage requests from existing customers
Proactively documents and trains cross-functional teams on new or updated processes
Builds collaborative relationships with cross-functional teams through clear, professional communication that is reflective of company values
Leverages SQL to complete back-end queries to effectively triage complex customer issues.

7+ years experience in customer service or project management roles, preferably in healthcare technology or SaaS organization
5+ years of experience creating and optimizing standard operational procedures
Must have strong experience in at least one of the following:
Creating process documentation or Standard Operating Procedures
Experience with clinical documentation improvement (CDI) software or related healthcare applications
Startup experience, especially at a healthcare or health tech organization
Excellent communication skills, with the ability to work comfortably with technical and clinical teams
Flexible team player with a strong ability to adapt to changing priorities and department goals
Strong empathy and patience, with a genuine desire to help colleagues and customers succeed
Well-versed in Jira or similar ticketing tools (e.g., Zendesk, ServiceNow) for issue tracking, workflow management, and operational support.
Ability to quickly learn and adapt to new technologies and processes
Excellent time management and prioritization skills in a remote environment
Proactive approach to identifying and resolving potential issues before they escalate.

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.

Customer Success Operations Manager

Key skills