Mid Market Customer Success Manager

Neara; United States; Remote; USD 75,000 - 130,000; Full time

Job summary

A leading company in healthcare technology seeks a Customer Success Manager to oversee client engagement and drive platform adoption. You'll act as a brand ambassador, ensuring clients optimize their experience with the company's tools while collaborating with internal teams. Ideal candidates are organized, technically savvy, and have a background in customer-facing roles, preferably in healthcare. You'll enjoy benefits like flexible PTO, medical coverage, and stock options.

Benefits

Meaningful equity stake in the company

Flexible PTO

Work from home stipend

Medical, Dental, Vision, 401K and other benefits

Qualifications

• Passion for creating a world-class experience for customers.
• Self-motivated and team-oriented.
• Proactive and organized.

Responsibilities

• Own all aspects of assigned clients including implementation and account management.
• Drive adoption of DeepScribe’s platform as measured by weekly active users.
• Monitor customer health and manage expectations.

Skills

Communication

Customer Advocacy

Technical Savvy

Organization

Leadership

Education

Experience in a professional customer-facing role

Healthcare industry experience (preferred)

Job description

Full Time · Customer Success · Remote· USD 75000 -130000 / year

United States

Location: Travel/Remote Position (Travel Required: up to 75%)

Our Mission

At DeepScribe, everything we do is focused on our mission - to bring back the joy of care to medicine. Our goal is to empower physicians with the tools they need to improve both efficiency and efficacy, and to improve patient outcomes by increasing the trust and understanding they have with their physician.

What you’ll do

The Customer Success Manager’s (CSM) will own all aspects of their assigned clients including implementation and ongoing account management. You will welcome clinicians to DeepScribe, train them on various aspects of the platform, help them customize their initial environment, and assist in linking their EHR to DeepScribe. Once their implementation is complete, you will shift your focus to drive adoption of DeepScribe’s platform, act as customer advocate, deliver excellent customer service, and expand adoption across your client’s provider base. The CSM is the primary contact point for customers. As such, you will quarterback their experience and also be the face of the brand.

Your impact

You’ll maximize time to value for our customers, enabling them to utilize all aspects of their new solution

You’ll drive adoption of DeepScribe’s platform as measured by weekly active users

You’ll act as a subject matter expert promoting seamless integration of our technology into our customers' existing technology stack and workflows

You’ll measure account performance against agreed-to goals and objectives

You’ll monitor customer health, proactively address customer issues, and consistently manage customer expectations

You’ll partner internally with cross-functional stakeholders

You’ll work with DeepScribe’s engineering and product management teams to address bugs, document feature requests, and track customer-centric initiatives

You’ll work with our Go To Market teams to develop customer references and case studies

You’ll position yourself as a customer advocate to deliver a satisfying experience

You’ll use exceptional written and oral communication skills to drive conversations about success, improvement, and growth

You’ll leverage strong leadership skills to independently prioritize and execute project tasks in a methodical and disciplined manner

About You

You have a passion for creating a world-class experience for customers

You have previous experience in a professional customer-facing role (healthcare industry preferred)

You are technologically savvy and willing to learn integration details for several EHRs

You are self-motivated, team-oriented, responsible, and focused on exceeding customer expectations

You care deeply about your work, and believe in the importance of leveraging technology to improve patient care

You’re extremely organized and communicate well both verbally and in writing

You’re proactive, anticipate challenges, and act on these instincts

We’d love to hire someone with direct healthcare experience, but it’s not required

Perks and benefits

Meaningful equity stake in the company

Flexible PTO

Work from home stipend

Medical, Dental, Vision, 401K and other benefits are also offered

About the Team

Our customer success team thrives in a rapidly evolving environment, and has the opportunity to work with many functions to ensure our customers receive the best experience possible. Come join us in this exciting growth phase!

At DeepScribe, we value trust, teamwork, and transparency, and we’re dedicated to promoting diversity and equity in the workforce through inclusive hiring practices. Candidates with backgrounds that are underrepresented in the technology industry are encouraged to apply.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required eligibility verification form upon hire.