Senior Manager, Customer Success (SmarterNotes)

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.

In this role, you will lead cross-functional initiatives spanning implementation, adoption, executive engagement, product feedback, and business value realization. You will help healthcare organizations transform clinician documentation through generative AI solutions, including Progress Notes, Discharge Summaries, Discharge Planning, and future AI-powered clinical workflow products.

What You'll Do

• 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
• Coordinate cross-functional 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

What You Bring

• 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

Nice to Haves

• 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.

Compensation

$140,000 - 160,000

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