Head of Customer Success

Role

As the first Customer Success hire at SmarterDx, you will build and scale SmarterDx’s Customer Success function from scratch as we continue on our trajectory to become a dominant force in the clinical documentation space. You won’t just be an intermediary for our clients: rather, you will draw upon your direct expertise in hospital revenue cycle management, hospital finance, CDI, and/or clinical coding in order to truly understand client needs.

You’ll own the overall strategy and vision for Customer Success at SmarterDx, and partner with our Product and Sales teams to carry out a delightful experience for our customers. You’ll also roll up your sleeves and be a hands-on partner for our users, such as through creating training documentation and responding directly to their support needs. Eventually, you’ll develop and manage a lean, best-in-class Customer Success team. 

Responsibilities

• Classify, prioritize, and solve customer problems with the goal of providing a seamless and delightful customer experience
• Collaborate closely with internal product, implementation, sales, and technical teams to ensure that any problems are addressed efficiently
• Scale up the customer success function so that we’re ready to support 50 customers by EOY
• Be the voice of the customer in our internal meetings; advocate for them and help us earn the right to be their strategic partner
• Develop close relationships with the customer and be the first to know when things are not going perfectly
• Attend and lead meetings with hospital and health system executives
• Support our users–such as through creating training documentation and responding to support emails

Your qualifications

• 10-15+ years of experience in customer success, client delivery, and/or account management, including 5-10+ years in companies specifically selling to hospitals or health systems
• Deep knowledge of how hospitals operate: You have direct expertise in hospital revenue cycle, hospital finance, CDI, and/or clinical coding so you understand pain points faced by revenue cycle teams
• Strong analytical skills (SQL and/or Python experience is a plus)
• Direct product management experience–or, at a minimum, you’ve collaborated closely with product teams in the past
• Intense drive to make sure the customer is happy, bordering on an obsession
• Experience building and managing high-performing teams
• Proven executive-level communication skills
• Clinical expertise is a big plus

Compensation

• $180K to $220K base + equity