SmarterDx

Senior Manager, Customer Success

SmarterDx

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $140,000 - $170,000 per year

Job Level

Senior

About the role

  • 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 CS leadership 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

Requirements

  • 7-10+ 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 your clients’ success
  • 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
Benefits
  • Medical, 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementimplementation planscustomer onboarding processesfinancial impact reportingproduct expansioncustomer feedback analysisreference customer buildingcritical thinkingproject management
Soft Skills
relationship buildingcommunicationempathydetail-orientedbig picture thinkingproblem solvingownershipadaptabilitynegotiationcustomer advocacy