Senior Manager, Customer Success – SmarterNotes

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of enterprise health system clients utilizing the SmarterNotes platform, ensuring sustained client satisfaction and success.

• Establish trusted relationships with executive, clinical, and operational stakeholders, acting as a strategic advisor throughout the client journey.

• Facilitate executive business reviews, strategic planning sessions, and operational governance meetings to align product performance with client objectives.

• Collaborate closely with Integration, Implementation, Product, Support, Sales, and Clinical teams to guarantee effective onboarding, implementation, and go-live processes.

• Enhance product adoption by pinpointing opportunities to increase utilization, integrate workflows, and boost clinician engagement.

• Track client health, adoption metrics, and business results, providing executive-level reports that illustrate utilization trends and financial impacts.

• Identify avenues for account growth and product expansion while collaborating with Sales to assist with renewals and long-term strategic planning.

• Represent client interests internally by conveying their needs, priorities, and feedback to the Product, Engineering, and Leadership teams.

• Coordinate cross-functional resources to proactively address client challenges and ensure prompt issue resolution.

• Establish client success metrics, monitor contractual goals, and ensure successful achievement of implementation and business objectives.

• Provide actionable insights that enable clients to maximize the benefits of AI-powered clinical documentation.

• Work alongside Client Success leadership to continually enhance team processes, playbooks, templates, and operational best practices.

⛳️ Requirements

• 7–10+ years of experience in healthcare operations, client success, clinical innovation, healthcare technology, consulting, or project management.

• Bachelor's degree is required; preferred fields include Healthcare Administration, Business Administration, Nursing, Health Informatics, or related areas.

• Proven track record in managing executive relationships within complex health systems.

• Experience in leading the 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.

• Established ability to communicate effectively with executive, clinical, and operational leadership.

• Excellent presentation, facilitation, and relationship management skills.

• Strong project and program management abilities coupled with exceptional organizational skills.

• High emotional intelligence, executive presence, and consultative problem-solving skills.

• Ability to thrive in a fast-paced, high-growth environment while managing multiple strategic priorities.

• Strong analytical mindset with experience in interpreting client performance data and converting insights into actionable strategies.

• Detail-oriented with a commitment to operational excellence and favorable client outcomes.

🏝️ 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.