Manager, Mid-Market Customer Success
Triple Whale
Operations Manager, Customer Success Operations
SmarterDx
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $135,000 - $155,000 per year
Job Level
SeniorLead
Tech Stack
ServiceNowSQL
About the role
- Develops an advanced understanding of all SmarterDx applications, serving as a final escalation point of contact for complex Support issues that span multiple teams and may require extended triaging.
- Serves as a thought partner to Account Managers and other teams when addressing nuanced client requests.
- Leads multi-week, cross-functional projects to manage requests from existing customers.
- Proactively documents and trains cross-functional teams on new or updated processes.
- Builds collaborative relationships with cross-functional teams through clear, professional communication that is reflective of company values.
- Leverages SQL to complete back-end queries to effectively triage complex customer issues.
Requirements
- 7+ years experience in customer service or project management roles, preferably in healthcare technology or SaaS organization.
- 5+ years of experience creating and optimizing standard operational procedures.
- Must have strong experience in at least one of the following:
- Creating process documentation or Standard Operating Procedures.
- Experience with clinical documentation improvement (CDI) software or related healthcare applications.
- Startup experience, especially at a healthcare or health tech organization.
- Excellent communication skills, with the ability to work comfortably with technical and clinical teams.
- Flexible team player with a strong ability to adapt to changing priorities and department goals.
- Strong empathy and patience, with a genuine desire to help colleagues and customers succeed.
- Well-versed in Jira or similar ticketing tools (e.g., Zendesk, ServiceNow) for issue tracking, workflow management, and operational support.
- Ability to quickly learn and adapt to new technologies and processes.
- Excellent time management and prioritization skills in a remote environment.
- Proactive approach to identifying and resolving potential issues before they escalate.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLprocess documentationStandard Operating Proceduresclinical documentation improvementhealthcare applicationsproject managementcustomer serviceoperational proceduresissue trackingworkflow management
Soft skills
communicationcollaborationflexibilityempathypatienceadaptabilitytime managementprioritizationproactive problem-solvingteam player
