Senior Manager, Customer Success (SmarterNotes)

(united States)Remotesenior

OtherManager

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Quick Summary

Overview

SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered. Built by physician-data scientists and trained on clinically-validated EHR data,

Technical Tools

OtherManager

SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered. Built by physician-data scientists and trained on clinically-validated EHR data, our clinical AI platform interprets the nuances behind every patient story and makes clinically-sound recommendations for revenue cycle teams — helping hospitals recover earned revenue, improve quality metrics, reduce denials, and streamline revenue cycle operations. As a Smartian, you’ll help build technology that makes healthcare more accurate, sustainable, and effective for everyone. Learn more at smarterdx.com/careers.

As a Senior Manager, Customer Success, you will serve as a strategic partner and trusted advisor to leading health systems, ensuring the successful implementation, adoption, and long-term value of our AI-powered clinical documentation solutions. You will collaborate with executive, clinical, and operational leaders to align SmarterNotes with organizational priorities, optimize clinical workflows, and drive measurable outcomes.

In this role, you will lead cross-functional initiatives spanning implementation, adoption, executive engagement, product feedback, and business value realization. You will help healthcare organizations transform clinician documentation through generative AI solutions, including Progress Notes, Discharge Summaries, Discharge Planning, and future AI-powered clinical workflow products.

Responsibilities

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→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

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

Nice to Have

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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