Senior Customer Success Manager, Mid-Market Scribe

Athelas Ltd.; Mountain View (CA); On-site; USD 70,000 - 110,000; Full time

Job summary

An established industry player is on a mission to transform healthcare through innovative AI solutions. As a Customer Success Manager, you'll play a pivotal role in fostering relationships with healthcare providers, ensuring they maximize the value of cutting-edge technology designed to streamline clinical documentation. This full-time position offers the opportunity to work in a collaborative environment, where your contributions directly impact patient care. Join a highly driven team backed by top investors, and be part of a rapidly growing organization that values diverse backgrounds and experiences. If you are passionate about making a difference in healthcare, this role is for you.

Benefits

Flexible PTO

Medical Insurance

Dental Insurance

Vision Insurance

Maternity Leave

Paternity Leave

Qualifications

• 5-7+ years in Customer Success or Account Management in a SaaS environment.
• Strong understanding of healthcare workflows and EHR systems.
• Experience managing renewals and internal/external stakeholders.

Responsibilities

• Serve as the primary point of contact for customers, ensuring their success.
• Conduct regular check-ins and strategic reviews with customers.
• Monitor product usage and proactively engage to drive adoption.

Skills

Customer Success Management

Relationship Building

Data Analysis

Problem Solving

Communication Skills

Negotiation

Technical Proficiency

Organizational Skills

Education

Bachelor's degree in Healthcare Administration

Bachelor's degree in Business

Bachelor's degree in Mathematics

Bachelor's degree in Engineering

Bachelor's degree in Biology

Tools

SQL

Retool

Job description

Healthcare providers go into medicine to care for people, but end up losing valuable time each day to admin work and other workplace challenges. Time that could otherwise be spent helping patients. And patients end up suffering as a result. At Commure, we build solutions that simplify providers' lives and keep them connected to their patients so they can focus on doing what matters most: providing care.

Our innovative suite of software and hardware – augmented by advanced LLM AI, RTLS, and healthcare workflow automations – boosts efficiency across every domain of healthcare, freeing up healthcare providers to spend more of their time caring for patients. Our growing suite of technologies include staff duress alerting, asset tracking, patient elopement, revenue cycle management, clinical documentation and intake, provider copilots, patient engagement and communication, home health, remote patient monitoring, and more.

Today, we support over 250,000 clinicians across hundreds of care sites around the country. And we’re only just getting started: Healthcare’s watershed moment for AI-powered transformation is here – so join us in creating the technology to power healthcare!

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 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.

Why you’ll love working at Commure + Athelas:

• Highly Driven Team: We work hard and fast for exceptional results, knowing we’re doing mission-driven work to transform the country’s largest sector.
• Strong Backing: We are backed by top investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital and Elad Gil.
• Incredible Growth: Prior to our merger, Commure and Athelas had independently grown more than 500% YoY for three consecutive years. We’ve achieved Series D funding, have an industry-leading runway, and continue to scale rapidly.
• Competitive Benefits: Flexible PTO (pending specific geographical locations), medical, dental, vision, maternity and paternity leave. Note that benefits are subject to change and may vary based on jurisdiction.

Commure + Athelas is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.

Please be aware that all official communication from us will come exclusively from email addresses ending in @getathelas.com or @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.