Customer Success Manager, Scribe

About the position

At Commure + Athelas, we are transforming healthcare with our cutting-edge AI medical scribe product, designed to streamline clinical documentation and reduce administrative burden for healthcare providers. Our mission is to empower clinicians to focus on what matters most - delivering exceptional patient care. We are seeking a motivated and empathetic Customer Success Manager to build lasting relationships with our customers and drive the adoption and success of our product in their organizations.

Responsibilities

• Serve as the primary long-term point of contact for customers, developing strong, trusted relationships with clinicians, administrators, and IT stakeholders.
• Own and track the long-term success of your customers via OKRs, such as % of WAUs, % of renewals, and % of invoices paid.
• Conduct regular check-ins and strategic reviews to align on goals, share progress, and identify new opportunities.
• Demonstrate and promote the latest features and capabilities, ensuring customers are up to date on the latest and greatest and see the increasing lifetime value of using Scribe.
• Partner with implementation teams to ensure a smooth transition from deployment to active product use.
• Conduct tailored training sessions and create resources to empower customers to maximize the product's value.
• Monitor product usage and proactively engage with customers to drive adoption and identify potential barriers to success.
• Act as the voice of the customer internally, sharing insights and feedback with product, engineering, and leadership teams to drive continuous improvement.
• Address customer concerns and resolve issues in a timely and professional manner, collaborating with support and product teams as needed.
• Manage the renewal experience and proactively identify and manage renewal risks.
• Partner with Finance to ensure invoices are paid on time.
• Escalate critical challenges appropriately while keeping customers informed of progress.
• Contribute to the design and implementation of systems and processes that facilitate scalability and efficiency.
• Mentor junior team members and facilitate knowledge sharing across the organization.

Requirements

• Bachelor's degree in Healthcare Administration, Business, Mathematics, Engineering, Biology, or related technical field.
• 3-5+ years of Customer Success, Account Management, Professional Services, or Consulting experience in a SaaS environment.
• High level of agency and intellectual curiosity, with attention to detail and the ability to thrive in a fast-paced startup environment.
• Experience managing and negotiating renewals.
• Strong understanding of healthcare workflows and EHR systems.
• Technical proficiency, including experience with data analysis and API integrations.
• Demonstrated ability to build trust and forge relationships with users and key decision makers.
• Experience managing internal and external stakeholders and the ability to influence without authority.
• Exceptional organizational skills with the ability to manage multiple projects simultaneously and prioritize effectively.
• Excellent written and verbal communication skills.
• Ability to navigate complex challenges, analyze root causes, and deliver practical solutions that benefit both the customers and the company.
• Proactive mindset with a focus on driving results and resolving issues without unnecessary delays.
• Familiarity with AI-driven solutions or medical documentation workflows is a strong plus.
• Proficiency in Retool or SQL is a plus.
• Experience in prompt engineering is a bonus.
• Ability to travel up to 20-30% for on-site client engagements.

Nice-to-haves

• Familiarity with AI-driven solutions or medical documentation workflows.
• Proficiency in Retool or SQL.
• Experience in prompt engineering.

Benefits

• Flexible PTO (pending specific geographical locations).
• Medical, dental, vision insurance.
• Maternity and paternity leave.