Customer Success Operations Associate, SmarterDx
$100-120k
More information about location
Clinical AI company
Be an early applicant
Clinical AI company
101-200 employees
Be an early applicant
$100-120k
More information about location
101-200 employees
Company mission
To improve the accuracy, quality and value of healthcare data with AI to help hospitals better serve their patients and communities.
Role
Who you are
- 5+ years experience in customer service or project management roles, preferably in healthcare technology or SaaS organization
- 3+ years of experience creating and optimizing standard operational procedures
- Must have strong experience in at least one of the following:
- Technical troubleshooting and problem-solving using SQL
- Experience with clinical documentation improvement (CDI) software or related healthcare applications
- Experience at a startup or healthcare company
- 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
What the job involves
- SmarterDx is seeking an Operations Associate 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 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
- Develops an advanced understanding of all SmarterDx applications, partnering with cross-functional teams to resolve complex customer issues
- Acts as an escalation point of contact for complex Support issues that have been triaged by Support Analysts
- Serves as a thought partner to CS Operations Managers and other teams when addressing nuanced client requests
- Proactively documents and trains the Customer Success team on new or updated processes
- Leverages SQL to complete back-end queries to effectively triage complex customer issues
Our take
With the aim of empowering healthcare providers to focus on patient care rather than paperwork, SmarterDX is an AI and data analysis company that builds an accurate and up-to-date picture of a patient’s healthcare story.
The company improves the accuracy, quality and value of healthcare data through a clinical AI that finds every discharge and data point, churning out up to 30,000 data points per patient. This use of clinical AI helps to increase provider effectiveness with a clearer and constantly updated picture of their patients - a task that would otherwise have to be done manually.
A number of startups have entered the AI-powered patient analytics space in recent years, all focused on the insurance-powered US market. However, none are as well-funded as SmarterDX, which was awarded $50 million in Series B in 2024 and further Growth Equity funding from New Mountain Capital in 2025. These rounds are being used to add new clinical and data integrations and expand its market share.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
May 2024
$50m
SERIES B
Apr 2022
$6m
SEED
Total funding: $56m
Company benefits
- Medical/dental/vision benefits
- 401k
- Free One Medical membership
- Parental leave
- Remote first
- Minimal bureaucracy
Company HQ
Midtown East, New York, NY
Leadership
Michael Gao
(Co-Founder & CEO)Previously the Medical Director of Transformation at Weill Cornell Medicine, Resident Fellow at New York Presbyterian Hospital and the Founder of Findcare and the Student-Run Free Clinic.
Josh Geleris
(Co-Founder & Head of Product)Previously Assistant Professor at Columbia University Irving Medical Center, Medicine Resident at New York Presbyterian Hospital and Managing Partner at Edge Targeting.
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