Manager, Customer Success

SmarterDx is a clinical AI company transforming how hospitals translate care into payment. The Customer Success Manager will ensure positive experiences for health system clients by building relationships, resolving issues, and coordinating with internal teams to support customer needs.

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
• 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

Requirements:

• 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
• Prior experience at a startup--especially as an early member of a new Customer Success team
• Experience using Jira to create and manage tasks and issues
• Strong experience with data analytics