Director of Clinical Experience (MD/DO)

Role

We’re hiring a Director of Clinical Experience to build and lead the function responsible for how clinical users and health system partners experience SmarterDx.

This is a highly cross-functional leadership role at the intersection of clinical expertise, customer success, and product development. You will serve as both a strategic partner to our customers and the internal voice of the clinician—ensuring our solutions deliver meaningful value in real-world workflows.

You’ll also be responsible for building and scaling a team of clinical experts, establishing best practices for customer engagement, and shaping how we deliver a best-in-class clinical experience.

This role is fully remote within the US

What You’ll Do

• Build and lead the Clinical Experience function, including hiring, mentoring, and scaling a team of clinical experts
• Own clinical relationships with key health system partners, acting as a trusted advisor to clinicians, CDI teams, and executives
• Drive successful onboarding and adoption of SmarterDx’s platform across customer organizations
• Develop and standardize playbooks for clinical onboarding, training, and ongoing engagement
• Partner closely with Customer Success to improve retention, expansion, and overall customer health
• Establish and track key performance metrics (adoption, utilization, clinical impact, customer satisfaction)
• Create structured feedback loops to translate customer insights into actionable product improvements
• Collaborate with Product and Engineering to shape roadmap priorities based on real-world clinical workflows
• Support Sales as a clinical expert in late-stage deals and strategic accounts
• Identify opportunities to improve internal processes and increase scalability of clinical experience

What You Bring

• MD or DO (or equivalent advanced clinical degree)
• Deep expertise in clinical documentation, ICD-10 coding, CDI, and revenue cycle operations
• 7–10+ years of relevant experience in healthcare, with exposure to health systems or provider organizations
• Experience in a customer-facing role (e.g., customer success, implementation, clinical consulting, or solutions engineering)
• Proven track record of building and managing high-performing teams
• Strong communication skills with the ability to engage both frontline clinicians and senior healthcare executives
• Ability to translate complex clinical workflows into clear, actionable insights
• Experience working cross-functionally with product, engineering, and go-to-market teams
• High ownership mindset with the ability to operate in ambiguity and drive outcomes
• Comfort working in a fast-paced startup or high-growth environment

Nice To Haves

• Experience working at a healthcare technology or SaaS company
• Certifications such as CCDS, CDIP, RHIA, RHIT, or CCS
• Prior experience in CDI programs or revenue integrity initiatives
• Familiarity with EHR systems (e.g., Epic, Cerner) and clinical workflows
• Experience supporting enterprise sales or participating in complex deal cycles