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The Senior Director of Customer Success will lead a team, define strategies, and build relationships with major health systems to ensure exceptional client outcomes.
SmarterDx, a Smarter Technologies company, builds clinical AI that is transforming how hospitals translate care into payment. Founded by physicians in 2020, our platform connects clinical context with revenue intelligence, helping health systems recover millions in missed revenue, improve quality scores, and appeal every denial. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers.
SmarterDx is seeking a Senior Director of Customer Success to build and lead a world-class customer account management organization. Reporting to the VP of Customer Success, you will be accountable for overseeing Regional Customer Success Leaders, and will work closely with them to deliver exceptional results for our diverse health system client base. You will define account strategies, develop your team, and collaborate cross-functionally to ensure that SmarterDx consistently delivers extraordinary value and results to our clients.
**This role is fully remote within the US**
What You’ll Do- 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
- 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)
- 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
$215,000 - $240,000 salary + equity incentives
#LI-Remote
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 – 4 of which include floating holidays so you can recognize the days that matter most to you.
- 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.
Top Skills
JIRA
Salesforce
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