Senior Manager, Customer Success – SmarterNotes

🕒 July 15

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SmarterDx

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

⚖️ Legal

💰 $6M Seed Round on 2022-04

Healthcare • Consulting • Legal

SmarterDx is a company that specializes in clinical AI, offering solutions to improve hospitals' revenue integrity and quality metrics. By analyzing 100% of patient charts, SmarterDx's proprietary AI algorithms identify differential diagnoses that may otherwise be missed, providing a significant boost to revenue opportunities for hospitals. Their services enhance clinical documentation integrity (CDI) by flagging clinical evidence with missing diagnoses or diagnoses lacking associated evidence, thereby ensuring compliance and streamlined workflows. SmarterDx prides itself on delivering immediate results and high customer satisfaction, thanks to its AI-driven insights which save time for CDI teams performing repetitive tasks.

📋 Description

• 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

🎯 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.

🏖️ 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.