Senior Manager, Customer Success (SmarterNotes)

About the role

As a Senior Manager, Customer Success, you will serve as a strategic partner and trusted advisor to leading health systems, ensuring the successful implementation, adoption, and long-term value of our AI-powered clinical documentation solutions. You will collaborate with executive, clinical, and operational leaders to align SmarterNotes with organizational priorities, optimize clinical workflows, and drive measurable outcomes.

Responsibilities

• Manage a portfolio of enterprise health system clients using the SmarterNotes platform, ensuring long-term client success and satisfaction
• Build trusted relationships with executive, clinical, and operational stakeholders, serving as the strategic advisor throughout the client lifecycle
• Lead executive business reviews, strategic planning sessions, and operational governance meetings to align product performance with client goals
• Partner closely with Integration, Implementation, Product, Support, Sales, and Clinical teams to ensure successful onboarding, implementation, and go-live
• Drive product adoption by identifying opportunities to improve utilization, workflow integration, and clinician engagement
• Monitor client health, adoption metrics, and business outcomes, delivering executive-level reports that demonstrate utilization trends and financial impact
• Identify opportunities for account growth and product expansion while partnering with Sales to support renewals and long-term strategic planning
• Advocate for clients internally by representing their needs, priorities, and feedback to Product, Engineering, and Leadership teams
• Cross-functionally coordinate resources to proactively resolve client challenges and ensure timely issue resolution
• Define client success metrics, monitor contractual objectives, and ensure successful achievement of implementation and business goals
• Deliver actionable insights that help clients maximize the value of AI-powered clinical documentation
• Partner with Client Success leadership to continuously improve 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 required; preferred fields include Healthcare Administration, Business Administration, Nursing, Health Informatics, or related disciplines
• Demonstrated success managing executive relationships within complex health systems
• Experience leading 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
• Proven ability to communicate effectively with executive, clinical, and operational leadership
• Excellent presentation, facilitation, and relationship management skills
• Strong project and program management capabilities with exceptional organizational skills
• High emotional intelligence, executive presence, and consultative problem-solving abilities
• Ability to thrive in a fast-paced, high-growth environment while managing multiple strategic priorities
• Strong analytical mindset with experience interpreting client performance data and translating insights into action
• Detail-oriented with a commitment to operational excellence and client outcomes

Qualifications

• Nice to have: Knowledge of healthcare quality, physician workflow optimization, or value-based care initiatives
• Project Management Professional (PMP), Lean Six Sigma, or similar certification
• Master's degree (MBA, MHA, MPH) or a clinical background (RN, PharmD, PA, or other healthcare discipline)
• Experience working with Epic, Cerner, or other enterprise EHR platforms

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