About the Role
A full-time Customer Success Manager role at Commure + Athelas to build lasting relationships with healthcare customers, drive adoption and success of the AI medical scribe product 'Scribe', and ensure customer satisfaction, retention, and growth.
Key Responsibilities
Serve as the primary long-term point of contact for customers; own and track customer success via OKRs (WAUs, renewals, invoices); conduct check-ins and strategic reviews; demonstrate and promote features; partner with implementation teams; conduct tailored training sessions; monitor product usage to drive adoption; act as the voice of the customer internally; address customer concerns and resolve issues; manage the renewal experience and risks; partner with Finance on invoices; escalate critical challenges; contribute to systems and processes for scalability; mentor junior team members.
Requirements
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; experience managing and negotiating renewals; strong understanding of healthcare workflows and EHR systems; technical proficiency including data analysis and API integrations; demonstrated ability to build trust and relationships; experience managing stakeholders; exceptional organizational skills; excellent written and verbal communication skills; ability to navigate complex challenges; proactive mindset; ability to travel up to 20-30%.
Nice to Have
Familiarity with AI-driven solutions or medical documentation workflows; proficiency in Retool or SQL; experience in prompt engineering.