Manager, Customer Success

SmarterDx, a Smarter Technologies company, builds clinical AI that is transforming how hospitals translate care into payment. Founded by physicians in 2020, our platform connects clinical context with revenue intelligence, helping health systems recover millions in missed revenue, improve quality scores, and appeal every denial. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers.RoleSmarterDx is seeking a 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 coordinate with our implementation team to launch new clients. This position requires exceptional project management, relationship-building, and communication skills.**This role is fully remote within the US**What You’ll DoManage a portfolio of existing, “live” customers on the SmarterDx platformDevelop 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 objectivesBe a key contributor to 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-liveCoordinate with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customersMonitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewalsIdentify actionable insights by combining your understanding of customer needs, revenue cycle operations, and healthcare dataDeliver customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocate for solutions and product enhancementsSurface customer success stories, and help build a list of reference customersIf necessary, coordinate implementation with clients and internal teams to ensure a successful launchWhat You Bring3-5+ years experience working in customer success or account management with hospital and/or health system clientsHospital revenue cycle experience is essentialYou take radical ownership over troubleshooting problemsCapable of being both detail-oriented and a big picture thinker, and can tailor communications by appropriately zooming in or zooming outYou are gracious, empathetic, and excellent in written and verbal communicationYou love to say “yes,” but you know how to say “no”, offer alternative solutions, and have difficult customer conversations in a respectful mannerYou 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, QANice to HavesPrior experience at a startup--especially as an early member of a new Customer Success teamExperience using Jira to create and manage tasks and issuesStrong experience with data analyticsCompensation$120,000 - $140,000 salary #LI-RemoteBenefitsMedical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.Remote-First Team – Work from anywhere in the U.S.Unlimited PTO & 10 Holidays – So you can relax and recharge.401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.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.