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
Be a key contributor to 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
Identify actionable insights by combining your understanding of customer needs, revenue cycle operations, and healthcare data
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

3-5+ 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

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 Manager

Key skills