Director, Customer Success

SmarterDx is seeking a Director, Customer Success who can help their customers thrive. In this role, you will ensure health system clients have a positive experience with SmarterDx by developing deep relationships with clients, from hospital CFOs to Clinical Documentation Specialists to IT managers and beyond. You will collaborate with cross-functional teams to resolve customer issues, monitor the effectiveness of SmarterDx’s solution post go-live, and occasionally help coordinate the implementation process. Manage a portfolio of existing, “live” customers on the SmarterDx platform. Develop deep relationships with customers at all levels, acting as the customer's trusted advisor, and providing guidance and knowledge to help them achieve their business objectives. Partner with the VP of Customer Success to develop team tools, templates and processes, such as implementation plans, CS playbooks, and customer onboarding processes. Lead hand-offs from Sales to CS, through implementation and go-live. Coordinate with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers. Monitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewals. Deliver customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocate for solutions and product enhancements. Surface customer success stories, and help build a list of reference customers. If necessary, coordinate implementation with clients and internal teams to ensure a successful launch.