Senior Manager, Customer Success (SmarterNotes)

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.