Senior Customer Success Manager, Ambient

Quiet Capital; Mountain View (CA); On-site; USD 140,000 - 180,000; Full time

Job summary

Commure is seeking a Customer Success Manager in Mountain View, CA to lead long-term relationships with healthcare organizations using our AI-driven Scribe product. You will own customer outcomes, drive adoption, and coordinate with cross-functional teams to ensure retention and growth.

The role requires 5–7+ years in SaaS, deep healthcare workflow knowledge, and the ability to manage renewals and complex stakeholder ecosystems. Willingness to travel up to 20–30% is essential.

Qualifications

• Bachelor's degree or higher in a related field.
• 5–7+ years in Customer Success, Account Management, Professional Services, or Consulting within SaaS.
• Strong startup mindset with ability to operate in a fast-paced environment.
• Experience managing and negotiating renewals.
• Solid understanding of healthcare workflows and EHR systems.
• Technical proficiency in data analysis and API integrations.
• Proven ability to build trust with users and decision makers.
• Experience managing stakeholders and influencing without authority.
• Excellent organizational skills across multiple projects.
• Willingness to travel 20–30% for on-site engagements.

Responsibilities

• Serve as the primary long-term contact for customers, building strong clinician, admin, and IT relationships.
• Manage and track customer outcomes via OKRs (WAUs, renewals, invoices).
• Conduct regular check-ins and strategic reviews to align goals and opportunities.
• Demonstrate new features to maximize product value and adoption.
• Coordinate with implementation teams for smooth deployment to use.
• Deliver tailored training and create customer resources to drive value.
• Monitor usage and proactively address adoption barriers.
• Amplify customer feedback to product and engineering for improvements.
• Address concerns and resolve issues with support and product teams.
• Oversee renewal experiences and mitigate renewal risks.
• Collaborate with Finance to ensure on-time payments of invoices.
• Escalate major challenges with transparent customer updates.
• Contribute to scalable processes and systems for efficiency.
• Mentor junior team members and foster knowledge sharing.

Skills

Customer Success

Account Management

SaaS Experience

Renewals Negotiation

Healthcare Workflows

Data Analysis

API Integrations

Communication Skills

Stakeholder Management

Travel Readiness

Education

Bachelor's degree or higher

Tools

Retool

SQL

CRM (Salesforce/HubSpot)

Job description

At Commure, we're building the AI Operating System for healthcare, the foundation that defines how care is delivered, documented, and financed. Our platform spans the full care journey: Ambient AI and Dictation eliminating documentation burden at the point of care, intelligent Agents automating patient and revenue workflows, and autonomous RCM processing billions in claims, all on a single AI-native platform integrated with 60+ EHRs.

Healthcare carries a $1 trillion administrative burden and we're at the center of transforming it. Today, 500,000+ clinicians across 500+ healthcare organizations nationwide trust Commure to handle $25B+ in annual claims and support over 200 million patient interactions. Our latest $70M raise at a $7B valuation reflects the confidence the market has placed in this mission. We've also been named to the Fortune Future 50 list and the 2026 AI Breakthrough Awards for “Overall NLP Company of the Year.”

Our team works directly alongside clinicians, not through layers of process, which means the gap between what you build and its impact on patient care is immediate. We move fast, deploy daily, and take full ownership from early thinking to production. If you're energized by hard problems, high stakes, and a team that holds itself to a high bar, you'll find your people here.

The future of healthcare is being built right now. Come deliver this transformation.

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.

This full-time position requires working 5 days a week in our Mountain View, CA office and will involve up to 20-30% travel for on-site client engagement.

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 intellectually 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

Please be aware that all official communication from us will come exclusively from email addresses ending in @commure.com. Any emails from other domains are not affiliated with our organization.

Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.