Customer Success Manager

About the Role

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.

The Customer Success Manager (CSM) will be the primary advocate for our healthcare customers, ensuring they achieve their desired outcomes through the adoption and use of Scribe. As a trusted partner, you will guide and monitor usage, address challenges, and foster strong relationships to ensure customer satisfaction, retention, and growth.

What You'll Do

• 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.

What You Have

• Bachelor's degree in Healthcare Administration, Business, Mathematics, Engineering, Biology, or related technical field.
• 5-7+ 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.