Senior Manager, Customer Success (Notes)

Role

As a Senior Manager, Customer Success, you will be a strategic partner and trusted advisor to our health system clients, ensuring the successful implementation, adoption, and long-term impact of our generative AI solutions. You’ll lead cross-functional efforts to align our AI-powered documentation tools — such as progress notes, discharge summaries, and predicted discharge timelines — with client priorities and clinical workflows. From onboarding clinical and operational teams to driving executive engagement and surfacing actionable insights, you’ll play a vital role in driving measurable outcomes and shaping the future of AI in healthcare.

What You'll Do

• 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

What You Bring

• 7-10+ years in client success, account management, or project management roles, ideally in healthcare tech
• Bachelor’s degree required; preferred fields include Healthcare Administration, Business, Nursing, or related disciplines
• Strong history of managing complex relationships and projects with health system executives and clinicians
• Experience driving adoption and impact of digital health or clinical AI solutions in a hospital or multi-site health system
• Excellent communication and presentation skills with an executive audience
• Strong project management acumen
• Analytical mindset with proficiency in Excel or other reporting tools
• Comfort navigating clinical workflows and hospital culture
• High emotional intelligence and executive presence
• Ability to navigate ambiguity and adapt in a dynamic, fast-evolving environment
• Strong prioritization skills and a focus on execution
• Detail-oriented with a commitment to operational excellence

Nice To Haves

• Master’s degree or clinical background (e.g., RN) is a strong plus
• PMP or Lean Six Sigma certification is a plus

Compensation

• $165,000 - $185,000 salary

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