Manager, Customer Success

SmarterDx is a company that builds clinical AI to improve healthcare revenue processes. They are seeking a Customer Success Manager to develop relationships with clients and ensure a positive experience with their platform, collaborating with teams to resolve issues and monitor customer performance.

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