Senior Manager – Customer Success

Senior Manager – Customer Success

Requirements

• 8-10+ years experience working in customer success or account management with hospital and/or health system clients
• Hospital revenue cycle experience is essential
• Exceptional project management, relationship-building, and communication skills
• Detail-oriented and a big picture thinker
• Gracious, empathetic, and excellent in written and verbal communication
• Ability to thrive in ambiguous roles and use critical thinking skills

Responsibilities

• 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 the VP of Customer Success 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

Preferred Qualifications

• Healthcare administration, revenue cycle, or hospital billing experience
• Prior experience at a startup–especially as the first Customer Success Manager on a team
• Experience using Jira to create and manage tasks and issues
• Strong experience with data analytics