Senior Manager, Customer Success
Job Description
About the Role
Title: Senior Manager, Customer Success (Mountain West)
Location: (Arizona, Colorado, Idaho, Montana, Nevada, New Mexico, Utah, Wyoming)
Job Description:
Role
SmarterDx is seeking a Senior Manager of Customer Success who can help our customers thrive. In this role, you will ensure our health system clients have a positive experience with SmarterDx by developing deep relationships with clients, from hospital CFOs to Clinical Documentation Specialists to IT managers and beyond. You will collaborate with cross-functional teams to resolve customer issues, monitor the effectiveness of SmarterDx’s solution post go-live, and occasionally help coordinate the implementation process. This position requires exceptional project management, relationship-building, and communication skills.
This role is a fully remote role located in Arizona, Colorado, Idaho, Montana, Nevada, New Mexico, Utah, or Wyoming.
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
Partner with the VP of Customer Success to develop 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
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
Your Qualities
8-10+ 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
Nice-to-Have Qualifications
Healthcare administration, revenue cycle, or hospital billing experience
Prior experience at a startup–especially as the first Customer Success Manager on a team
Experience using Jira to create and manage tasks and issues
Strong experience with data analytics
Compensation
$160K to $180K base salary + equity
Benefits
Medical/dental/vision benefits
401k
Free One Medical membership
Parental leave
Remote first
Minimal bureaucracy
Incredible teammates!
