Senior Customer Success Manager

Who you are

• 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

What the job involves

• 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
• 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