Customer Success Manager at SmarterDx

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Customer Success Manager SmarterDx. Role. SmarterDx is seeking a talented Customer Success Manager 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 fully remote within the US.. 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. 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. Actively contribute to the development of team tools, templates and processes, such as implementation plans, CS playbooks,and customer onboarding processes . 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. 5+ years experience working in customer success, account management, implementation, or consulting. 3+ years experience in healthcare and/or SaaS technology. 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 are able to wear multiple hats within the same or multiple projects: PM, CSM, trainer, process designer, QA. You love variety in your role, as evidenced by your ability to juggle multiple projects at the same time. Nice-to-Have Qualifications. Healthcare administration, revenue cycle, or hospital billing experience. Prior experience at a startup preferred. Experience using Jira to create and manage tasks and issues. Compensation. $120K to $160K base salary + equity. Benefits. Medical/dental/vision benefits. 401k. Free One Medical membership. Parental leave. Remote first. Minimal bureaucracy. Incredible teammates!