SmarterDx - Senior Manager, Customer Success (SmarterNotes)

Remote - USA$140k - $160k1w ago

Remote Senior NA Hospitals Digital Health Head of Customer Success Account Manager Team Leadership Reporting Program Management PMP Lean Six Sigma

Requirements

• 7–10+ years of experience in healthcare operations, client success, clinical innovation, healthcare technology, consulting, or project management • Bachelor's degree required; preferred fields include Healthcare Administration, Business Administration, Nursing, Health Informatics, or related disciplines • Demonstrated success managing executive relationships within complex health systems • Experience leading implementation, adoption, and optimization of healthcare technology, digital health, or AI-enabled clinical solutions • Strong understanding of hospital operations, clinical workflows, and physician adoption strategies • Proven ability to communicate effectively with executive, clinical, and operational leadership • Excellent presentation, facilitation, and relationship management skills • Strong project and program management capabilities with exceptional organizational skills • High emotional intelligence, executive presence, and consultative problem-solving abilities • Ability to thrive in a fast-paced, high-growth environment while managing multiple strategic priorities • Strong analytical mindset with experience interpreting client performance data and translating insights into action • Detail-oriented with a commitment to operational excellence and client outcomes • Knowledge of healthcare quality, physician workflow optimization, or value-based care initiatives • Project Management Professional (PMP), Lean Six Sigma, or similar certification • Master's degree (MBA, MHA, MPH) or a clinical background (RN, PharmD, PA, or other healthcare discipline • Experience working with Epic, Cerner, or other enterprise EHR platforms

Responsibilities

• Manage a portfolio of enterprise health system clients using the SmarterNotes platform, ensuring long-term client success and satisfaction • Build trusted relationships with executive, clinical, and operational stakeholders, serving as the strategic advisor throughout the client lifecycle • Lead executive business reviews, strategic planning sessions, and operational governance meetings to align product performance with client goals • Partner closely with Integration, Implementation, Product, Support, Sales, and Clinical teams to ensure successful onboarding, implementation, and go-live • Drive product adoption by identifying opportunities to improve utilization, workflow integration, and clinician engagement • Monitor client health, adoption metrics, and business outcomes, delivering executive-level reports that demonstrate utilization trends and financial impact • Identify opportunities for account growth and product expansion while partnering with Sales to support renewals and long-term strategic planning • Advocate for clients internally by representing their needs, priorities, and feedback to Product, Engineering, and Leadership teams • Coordinate cross-functional resources to proactively resolve client challenges and ensure timely issue resolution • Define client success metrics, monitor contractual objectives, and ensure successful achievement of implementation and business goals • Deliver actionable insights that help clients maximize the value of AI-powered clinical documentation • Partner with Client Success leadership to continuously improve team processes, playbooks, templates, and operational best practices

Benefits

• $140,000 - 160,000 • Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan. • Medical, Dental & Vision • Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents. • Paid Parental Leave • Remote-First Team – Work from anywhere in the U.S. • Remote-First Team • Unlimited PTO & 10 Holidays – So you can relax and recharge. • Unlimited PTO & 10 Holidays • 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match. • 401(k) with Traditional & Roth Options • Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters. • Minimal Bureaucracy • Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues. • Incredible Teammates!