Senior Manager, Customer Success (SmarterNotes)

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 .

Role

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.

What You'll Do

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

What You Bring

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 Haves

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.

Compensation

$140,000 - 160,000

#LI-Remote 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.