Senior Manager, Customer Success (West)

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Requirements:

• 8-10+ years of experience working in customer success, account management, implementation, or consulting in healthcare or SaaS technology.
• Strong experience in at least two areas: data analytics (including SQL proficiency), hospital revenue cycle management, or interoperability (such as HL7).
• Proactive problem-solving skills and the ability to communicate effectively.
• Detail-oriented with both macro and micro perspectives for tailored communication.
• Ability to navigate ambiguous situations with critical thinking.

Responsibilities:

• Manage a portfolio of existing customers on the SmarterDx platform.
• Develop deep relationships with customers at various organizational levels.
• Partner with the VP of Customer Success to create tools and processes.
• Lead transitions from Sales to Customer Success through to implementation.
• Coordinate with internal teams to resolve customer issues.
• Monitor client performance and report on financial impact.
• Deliver customer feedback and advocate for product enhancements.
• Surface customer success stories and assist in building reference customers.
• Coordinate implementation with clients as needed.