Director of Customer Success - Remote

Overview

SmarterDx is seeking a Director, Customer Success 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 occasionally help coordinate the implementation process. This position requires exceptional project management, relationship-building, and communication skills.

In Short

• 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
• Partner with the VP of Customer Success to develop team tools, templates and processes
• Lead hand-offs from Sales to CS, through implementation and go-live
• Coordinate with internal teams to resolve customer issues
• Monitor client performance and report on financial impact
• Deliver customer feedback as a voice of the customer
• Surface customer success stories
• Coordinate implementation with clients and internal teams if necessary

Requirements

• 12+ years experience in customer success or account management, primarily in health tech
• Familiarity with DRGs and how they translate into payment
• Detail-oriented and a big picture thinker
• Excellent written and verbal communication skills
• Ability to handle difficult customer conversations respectfully
• Thrive in ambiguous roles using critical thinking skills
• Able to wear multiple hats within projects

Benefits

• Comprehensive Medical, Dental & Vision plans
• Free One Medical Membership if enrolled in a SmarterDx medical plan
• Up to 12 weeks of paid parental leave
• Remote-First Team with $400 home office reimbursement
• Unlimited PTO & 10 Holidays
• $500 Learning & Development Budget per year
• 401(k) with Traditional & Roth Options
• Minimal Bureaucracy in a fast-moving environment
• Work alongside smart, supportive, and mission-driven colleagues