Senior Manager, Customer Success
Skills
- 7-10+ years in customer success or account management, ideally in health tech
- Deep familiarity with hospitals, health systems, and DRGs/payment concepts
- Strong project management and implementation experience
- Excellent written and verbal communication and relationship-building skills
- Ability to translate data and performance metrics into executive-level impact
- Experience using CRM and customer success tools (e.g., Salesforce, ChurnZero)
- Comfort with ad hoc data analysis and interpreting clinical/operational data
- Ability to manage ambiguity and wear multiple hats (PM, CSM, trainer, process designer)
Responsibilities
- Manage a portfolio of live customers on the SmarterDx platform and act as their primary point of contact
- Develop deep, strategic relationships across client organizations and serve as a trusted advisor
- Lead hand-offs from Sales to Customer Success and oversee implementation through go-live
- Partner with CS leadership to create and refine playbooks, templates, and onboarding processes
- Coordinate internal teams to resolve issues, secure resources, and deliver customer solutions
- Monitor client performance, quantify financial impact, and report results to customer executives
- Drive product expansion and coordinate with Sales on renewals and upsell opportunities
- Collect and communicate voice-of-customer feedback to inform product enhancements
- Identify and cultivate customer reference stories and manage reference lists
- Support or coordinate client implementations when necessary to ensure successful launches
Education
- Bachelor's degree in Business, Health Administration, Nursing, Public Health, or related field preferred
- Or equivalent combination of education and relevant professional experience
- Relevant clinical or revenue cycle training a plus
Benefits
- Competitive salary ($165K–$185K) plus equity incentives
- Medical, dental & vision plans with substantial employer premium coverage
- One Medical membership included with enrollment in SmarterDx medical plan
- Up to 12 weeks paid parental leave for birth or adoption
- Remote-first role with $400 home office reimbursement stipend
- Unlimited PTO and 10 company holidays (including 4 floating holidays)
- Learning & development stipend ($500/year, prorated)
- 401(k) with Traditional & Roth options through Empower
- Fast-moving, low-bureaucracy environment and supportive teammates
Average salary estimate
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