Operations Manager, Customer Success Operations

Job Description:

Operations Manager, Customer Success Operations

Role

SmarterDx is seeking an Operations Manager to help optimize internal processes and partner with Customer Success Managers to better support our clients. Most of our day-to-day customers are clinical documentation improvement specialists and coders at US health systems. Supporting their work is an essential component of what we do at SmarterDx, and in this role, you will lead initiatives to develop new processes or optimize existing processes that have a direct impact on their experience with our applications.

You will partner with our Customer Support Managers to ensure alignment on internal requests and escalations that impact the customer experience. In addition to this partnership, you will be responsible for collaborating closely with cross-functional teams to develop and implement processes.

SmarterDx builds clinical AI that empowers hospitals to analyze the complete record of every patient to fully capture the value of care delivered. Founded by physicians in 2020, its proprietary AI platform understands the nuances of clinical reasoning, enabling hospitals to true the patient record for every discharge. By doing so, hospitals can recover millions in earned revenue, enhance care quality metrics, and optimize healthcare operations. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers.

**This role is fully remote within the US, preferably working Central or Eastern business hours**

What You’ll Do

• Develops an advanced understanding of all SmarterDx applications, serving as an escalation point of contact for complex Support issues that span multiple teams and may require extended triaging
• Proactively documents and trains the CS Ops team on new or updated processes
• Serves as a thought partner to Account Managers and other teams when addressing nuanced client requests
• Builds collaborative relationships with cross-functional teams through clear, professional communication that is reflective of company values
• Leverages SQL to complete back-end queries to effectively triage complex customer issues

What You Bring

• 7+ years experience in customer service or project management roles, preferably in healthcare technology or SaaS organization
• 5+ years of experience creating and optimizing standard operational procedures
• Must have strong experience in at least two of the following:
  • Technical troubleshooting and problem-solving using SQL
  • Creating process documentation or Standard Operating Procedures
  • Startup experience, especially at a healthcare or health tech organization
• Excellent communication skills, with the ability to work comfortably with technical and clinical teams
• Flexible team player with a strong ability to adapt to changing priorities and department goals
• Strong empathy and patience, with a genuine desire to help colleagues and customers succeed
• Well-versed in Jira or similar ticketing tools (e.g., Zendesk, ServiceNow) for issue tracking, workflow management, and operational support
• Ability to quickly learn and adapt to new technologies and processes
• Excellent time management and prioritization skills in a remote environment
• Proactive approach to identifying and resolving potential issues before they escalate

Nice To Haves

• Experience with clinical documentation improvement (CDI) software or related healthcare applications
• Knowledge of medical terminology and hospital workflows

Compensation

$120,000 to $140,000 salary + equity incentives

Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan.
• One Medical Membership – Free membership included if you enroll in a SmarterDx medical plan.
• Paid Parental Leave – Up to 12 weeks of paid leave for birth or adoption.
• Remote-First Team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend.
• Unlimited PTO & 10 Holidays – 4 of which include floating holidays so you can recognize the days that matter most to you.
• Learning & Development Budget – $500 per year (prorated) for courses, books, and resources to expand your skills.
• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Empower.
• 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.