Senior Customer Success Manager, Mid-Market Scribe
Owns long-term relationships, adoption, renewals, and outcomes for mid-market healthcare customers using an AI medical scribe product. Requires 5+ years in SaaS customer success or related services, healthcare workflow knowledge, technical proficiency, and strong stakeholder-management skills.
About the job
Responsibilities
- Serve as the primary long-term contact for healthcare customers, building trusted relationships with clinicians, administrators, and IT stakeholders.
- Own and track customer success metrics, including weekly active usage, renewals, and invoice payment.
- Conduct regular check-ins and strategic reviews to align goals, share progress, and identify opportunities.
- Demonstrate new product features and drive increasing customer value.
- Partner with implementation teams during the transition from deployment to active product use.
- Deliver tailored training and create enablement resources.
- Monitor usage, drive adoption, and proactively address barriers to success.
- Represent customer feedback to product, engineering, and leadership teams.
- Resolve customer concerns and collaborate with support and product teams.
- Manage renewals and identify and mitigate renewal risks.
- Partner with Finance to support timely invoice payment.
- Escalate critical challenges while keeping customers informed.
- Improve scalable customer-success systems and processes.
- Mentor junior team members and facilitate knowledge sharing.
Requirements
- Bachelor's degree in Healthcare Administration, Business, Mathematics, Engineering, Biology, or a related technical field.
- 5–7+ years of Customer Success, Account Management, Professional Services, or Consulting experience in a SaaS environment.
- Experience managing and negotiating renewals.
- Strong understanding of healthcare workflows and EHR systems.
- Technical proficiency, including data analysis and API integrations.
- Ability to build trust with users and key decision-makers.
- Experience managing internal and external stakeholders and influencing without authority.
- Exceptional organization and prioritization skills across multiple projects.
- Excellent written and verbal communication.
- Ability to analyze root causes, navigate complex challenges, and deliver practical solutions.
- Proactive, results-oriented approach to issue resolution.
- Ability to travel 20–30% for on-site client engagements.
Nice-to-Haves
- Familiarity with AI-driven solutions or medical documentation workflows.
- Retool or SQL proficiency.
- Prompt engineering experience.
Skills
Customer Success, SaaS, Renewal Management, Healthcare Workflows, Ehr Systems, Data Analysis, API Integrations, Retool, SQL, Prompt Engineering
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