Senior Manager, Customer Success (SmarterNotes)

SmarterDx is transforming how health systems use clinical AI to enhance patient care. The Senior Manager, Customer Success will serve as a strategic partner to health systems, leading initiatives that ensure successful implementation and adoption of AI-powered clinical documentation solutions while driving measurable outcomes.

Responsibilities:

• Manage a portfolio of enterprise health system clients using the SmarterNotes platform, ensuring long-term client success and satisfaction
• Build trusted relationships with executive, clinical, and operational stakeholders, serving as the strategic advisor throughout the client lifecycle
• Lead executive business reviews, strategic planning sessions, and operational governance meetings to align product performance with client goals
• Partner closely with Integration, Implementation, Product, Support, Sales, and Clinical teams to ensure successful onboarding, implementation, and go-live
• Drive product adoption by identifying opportunities to improve utilization, workflow integration, and clinician engagement
• Monitor client health, adoption metrics, and business outcomes, delivering executive-level reports that demonstrate utilization trends and financial impact
• Identify opportunities for account growth and product expansion while partnering with Sales to support renewals and long-term strategic planning
• Advocate for clients internally by representing their needs, priorities, and feedback to Product, Engineering, and Leadership teams
• Coordinate cross-functional resources to proactively resolve client challenges and ensure timely issue resolution
• Define client success metrics, monitor contractual objectives, and ensure successful achievement of implementation and business goals
• Deliver actionable insights that help clients maximize the value of AI-powered clinical documentation
• Partner with Client Success leadership to continuously improve team processes, playbooks, templates, and operational best practices

Requirements:

• 7–10+ years of experience in healthcare operations, client success, clinical innovation, healthcare technology, consulting, or project management
• Bachelor's degree required; preferred fields include Healthcare Administration, Business Administration, Nursing, Health Informatics, or related disciplines
• Demonstrated success managing executive relationships within complex health systems
• Experience leading implementation, adoption, and optimization of healthcare technology, digital health, or AI-enabled clinical solutions
• Strong understanding of hospital operations, clinical workflows, and physician adoption strategies
• Proven ability to communicate effectively with executive, clinical, and operational leadership
• Excellent presentation, facilitation, and relationship management skills
• Strong project and program management capabilities with exceptional organizational skills
• High emotional intelligence, executive presence, and consultative problem-solving abilities
• Ability to thrive in a fast-paced, high-growth environment while managing multiple strategic priorities
• Strong analytical mindset with experience interpreting client performance data and translating insights into action
• Detail-oriented with a commitment to operational excellence and client outcomes
• Knowledge of healthcare quality, physician workflow optimization, or value-based care initiatives
• Project Management Professional (PMP), Lean Six Sigma, or similar certification
• Master's degree (MBA, MHA, MPH) or a clinical background (RN, PharmD, PA, or other healthcare discipline)
• Experience working with Epic, Cerner, or other enterprise EHR platforms