Senior Director, Customer Success
2 weeks ago
Role 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, drive expansion and renewals, mentor 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 team of Customer Success Managers and Senior Managers, Customer Success, 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 * Serve as a trusted advisor to C-level stakeholders at major hospital systems, clarifying business outcomes and aligning SmarterDx's platform to client objectives * Provide senior-level oversight and guidance for complex or high-profile accounts, working closely with your team to mitigate risks and drive success * Collaborate with Implementation, Clinical Excellence, 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 What You Bring * 12+ years of experience in customer success, account management, or consulting with large health systems or hospitals * 5+ years of proven leadership experience managing high-performing teams; previous senior director or similar leadership scope is highly desirable * Deep knowledge of hospital revenue cycle and the healthcare ecosystem, with the ability to effectively communicate ROI and strategic value to CFOs and other health system executives * Track record of driving complex account expansions, renewals, and high customer satisfaction scores, particularly in a startup or rapidly growing environment * Strong relationship-building skills, with an emphasis on executive-level engagement and influence * Exceptional communication skills-capable of both high-level strategic conversations and detail-oriented problem-solving discussions * Radical ownership mindset, thriving in ambiguous, fast-moving contexts that demand agility and creativity * Proficiency with CRM tools (e.g., Salesforce) and familiarity with ticketing systems (e.g., Jira) or project management software for cross-functional collaboration Nice To Haves * 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 * Strong data analytics background, with the ability to develop dashboards and guide data-driven decisions Compensation $215,000 - $240,000 salary + equity incentives #LI-Remote
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