Senior Customer Success Manager, Mid-Market Scribe

Commure; Mountain View (CA); On-site; USD 80,000 - 120,000; Full time

Job summary

An innovative company is seeking a Senior Customer Success Manager to enhance customer satisfaction and retention through effective relationship management and strategic support. This role involves collaborating with healthcare professionals to ensure successful product adoption, driving value through continuous engagement, and leveraging technical skills for data analysis and API integrations. Join a mission-driven team that is transforming healthcare with cutting-edge AI solutions, offering a dynamic work environment and competitive benefits. If you are passionate about making a difference in healthcare, this opportunity is perfect for you.

Benefits

PTO

Medical Insurance

Dental Insurance

Parental Leave

Diversity Commitment

Accommodations Support

Qualifications

• 5-7+ years in Customer Success or Account Management roles in SaaS.
• Understanding of healthcare workflows and EHR systems.

Responsibilities

• Develop strong relationships with clinicians and IT stakeholders.
• Monitor customer success through metrics like renewals and usage.
• Conduct check-ins and strategic reviews to align on goals.

Skills

Customer Success Management

Relationship Building

Data Analysis

API Integrations

Project Management

Communication Skills

Education

Bachelor's degree in Healthcare Administration

Bachelor's degree in Business

Tools

Retool

SQL

Job description

Senior Customer Success Manager, Mid-Market Scribe

Join to apply for the Senior Customer Success Manager, Mid-Market Scribe role at Commure.

About the Role

At Commure + Athelas, we are transforming healthcare with our AI medical scribe product, designed to streamline clinical documentation and reduce administrative burden. We seek a motivated Customer Success Manager to build relationships with customers, ensure successful adoption of our product, and drive customer satisfaction and retention.

Responsibilities

• Develop strong relationships with clinicians, administrators, and IT stakeholders.
• Monitor and ensure customer success through metrics like WAUs, renewals, and invoice payments.
• Conduct check-ins and strategic reviews to align on goals and identify opportunities.
• Demonstrate new features and promote product value.
• Support implementation and training for customers.
• Monitor usage, address challenges, and foster adoption.
• Gather customer feedback and communicate insights internally.
• Manage renewal processes and address risks proactively.
• Collaborate with finance to ensure timely payments.
• Escalate issues appropriately and contribute to scalable processes.
• Mentor junior team members and share knowledge.

Qualifications

• Bachelor's degree in Healthcare Administration, Business, or related field.
• 5-7+ years in Customer Success, Account Management, or similar roles in SaaS.
• Understanding of healthcare workflows and EHR systems.
• Technical skills including data analysis and API integrations.
• Strong relationship-building and communication skills.
• Ability to manage multiple projects and prioritize effectively.
• Experience with AI solutions or medical workflows is a plus.
• Proficiency in Retool or SQL is a plus.
• Ability to travel 20-30% for on-site engagements.

Benefits & Culture

• Join a mission-driven team transforming healthcare.
• Supported by top investors and experiencing rapid growth.
• Competitive benefits including PTO, medical, dental, and parental leave.
• Committed to diversity and providing accommodations.