SmarterDx · 1 week ago
Senior Director, Customer Success
United States
Full-time
Remote
Director/Executive
$215K/yr - $240K/yr
10+ years expSmarterDx is a clinical AI company transforming healthcare payment processes. They are seeking a Senior Director of Customer Success to build and lead a customer account management organization, overseeing regional leaders and ensuring exceptional results for health system clients.
Artificial Intelligence (AI)Health CareHospitalInformation Technology
Responsibilities
Recruit, develop, and manage a growing organization of Customer Success Managers, each overseeing a portfolio of health system clients
Establish performance metrics, set team objectives, and design development plans to ensure regional teams consistently meet and exceed goals
Partner with the VP of Customer Success and your regional leadership team to develop regional strategies for customer success, including onboarding, adoption, expansion, and renewals
Identify new opportunities to deepen client relationships, collaborating with Sales and Product teams to drive growth and secure long-term partnerships
Collaborate with Sales, Implementation, Clinical Experience, and Product/Engineering teams to ensure client needs are met swiftly and effectively, especially for escalations or complex technical requirements
Advocate for customers internally, ensuring their feedback informs product roadmaps and service enhancements
Champion the continuous refinement of playbooks, processes, and methodologies that guide the customer journey—from sales handoff to post go-live expansions
In partnership with Analytics, track account performance and customer health metrics, providing regular executive briefings on portfolio outcomes, risks, and opportunities
Demonstrate exceptional personal integrity, professional judgement, and industry knowledge to apply our mission and values to complex customer issues
Communicate appropriately with executive leadership to provide visibility into potential risks and prevent surprises on client or personnel issues
Qualification
Required
10+ years of experience in customer success, account management, or consulting, at least 5 of which were spent serving large health systems or hospitals
5+ years of proven leadership experience managing high-performing teams of client-facing teams in a regional or segmented model
Deep knowledge of health system ecosystems and their data, with an understanding ability to effectively communicate ROI and strategic value to CFOs and other executives
Track record of developing leaders, both on your team and at your clients, and of driving impact through others
Strong trust-based relationship-building skills, with an emphasis on executive-level engagement and influence
Ability to leverage data and analytics to achieve strategic objectives and mitigate risks
Radical ownership mindset, thriving in ambiguous, fast-moving contexts that demand agility and creativity
Proficiency with managing a team's use of CRM tools (e.g., Salesforce, Churnzero)
Preferred
Inpatient RCM subject matter expertise, particularly in the mid revenue cycle
Advanced degree (e.g., MBA or MPH) or specialized certifications in project management (PMP, Lean Six Sigma)
Experience working in a high-growth SaaS startup, ideally in rapidly scaling client-facing teams from ~10 to 50+
Strong data analytics background, with the ability to develop dashboards and guide data-driven decisions
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.
Company
SmarterDx
SmarterDx is a clinical AI company that develops automated pre-bill review technology to assist hospitals in analyzing patient discharges.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$55.97MKey Investors
New Mountain CapitalTransformation Capital
2025-04-14Private Equity
2025-04-14Acquired
2024-05-14Series B· $50M
Leadership Team
Michael Gao
CEO, Co-Founder
Joshua Geleris
Co-Founder, Head of Product
Recent News
2025-10-24
Business Insider
2025-10-23
Business Insider
2025-10-23
Company data provided by crunchbase