Job description
Role
SmarterDx is seeking a Director, 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.
SmarterDx builds clinical AI that empowers hospitals to analyze the complete record of every patient to fully capture the value of care delivered. Founded by physicians in 2020, its proprietary AI platform understands the nuances of clinical reasoning, enabling hospitals to true the patient record for every discharge. By doing so, hospitals can recover millions in earned revenue, enhance care quality metrics, and optimize healthcare operations. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers.
This role is fully remote within the US.
What You’ll Do
- 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
What You Bring
- 12+ years experience working in customer success or account management, primarily in health tech space with hospital and/or health system clients
- You’re familiar with DRGs and how they translate into payment
- 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 Haves
- Hospital revenue cycle/billing experience is a huge plus, especially familiarity with CDI operational workflows
- 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
- $185K to $215K salary + equity incentives
#LI-DNI
Benefits
- Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan.
- One Medical Membership – Free membership included if you enroll in a SmarterDx medical plan.
- Paid Parental Leave – Up to 12 weeks of paid leave for birth or adoption.
- Remote-First Team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend.
- Unlimited PTO & 10 Holidays – 4 of which include floating holidays so you can recognize the days that matter most to you.
- Learning & Development Budget – $500 per year (prorated) for courses, books, and resources to expand your skills.
- 401(k) with Traditional & Roth Options– Tax-advantaged retirement savings through Empower.
- Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
- Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.
