Job Description
Remote (Arizona, Colorado, Idaho, Montana, Nevada, New Mexico, Utah, Wyoming)
Role
SmarterDx 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 a fully remote role located in Arizona, Colorado, Idaho, Montana, Nevada, New Mexico, Utah, or Wyoming.
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
Be 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-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
Identify actionable insights by combining your understanding of customer needs, revenue cycle operations, and healthcare data
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
3-5+ 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 Haves
Prior experience at a startup--especially as an early member of a new Customer Success team
Experience using Jira to create and manage tasks and issues
Strong experience with data analytics
Compensation
$120K to $155K base salary + equity
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.
