Senior Customer Success Manager, Mid-Market Scribe

At Commure, our mission is to simplify healthcare. We have bold ambitions to reimagine the healthcare experience, setting a new standard for how care is delivered and experienced across the industry. Our growing suite of AI solutions spans ambient AI clinical documentation, provider copilots, autonomous coding, revenue cycle management and more — all designed for providers & administrators to focus on what matters most: providing care.

Healthcare is a $4.5 trillion industry with more than $500 billion spent annually on administrative costs, and Commure is at the heart of transforming it. We power over 500,000 clinicians across hundreds of care sites nationwide – more than $10 billion flows through our systems and we support over 100 million patient interactions. With new product launches on the horizon, expansion into additional care segments, and a bold vision to tackle healthcare's most pressing challenges, our ambition is to move from upstart innovator to the industry standard over the next few years.

Backed by world-class investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital, Elad Gil, and more, Commure has achieved over 300% year-over-year growth for the past two years and this is only the beginning. Healthcare's moment for AI-powered transformation is here, and we're building the technology to power it. Come join us in shaping the future of 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 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 h