Customer Success Manager, Scribe
Owns full post-sale lifecycle for healthcare SaaS customers, driving onboarding, adoption, measurable ROI, renewals, and expansions. Requires 3+ years in Customer Success or Account Management with technical fluency and commercial skills.
What You'll Do
Own the Customer Lifecycle (Signature → Expansion)
- Lead customers from contract through onboarding, go-live, adoption, and renewal
- Drive successful implementations across complex healthcare organizations
- Ensure customers achieve measurable outcomes (time saved, improved documentation, workflow efficiency)
Drive Adoption & Usage
- Monitor and improve key metrics such as: Weekly active users (WAU), Seat utilization, Depth of product usage
- Identify gaps in adoption and implement targeted interventions
- Build internal champions and expand usage across teams
Build and Execute Expansion Strategy
- Identify expansion opportunities based on usage and business needs
- Drive upsell conversations tied to clear ROI and partner with Sales to close expansion deals
Develop Scalable Customer Success Systems
- Build frameworks for: Onboarding and go-live, Customer health scoring, QBRs and executive reporting
- Standardize best practices across accounts
Act as the Voice of the Customer
- Surface product gaps and workflow issues to Product and Engineering
- Help prioritize improvements based on customer impact
Operate with Data and Accountability
- Track and report on: Customer health, Retention and expansion metrics, Adoption trends
- Proactively manage at-risk accounts and drive recovery plans
Navigate Complex Stakeholders
- Work across clinicians, operations teams, and executives (including CFOs and COOs)
- Communicate value clearly to both end users and economic buyers
- Lead QBRs and executive-level conversations
What You Have
- 3+ years of experience in Customer Success, Account Management, or a similar role in SaaS
- Experience managing mid-market or enterprise accounts with complex stakeholders
- Strong understanding of post-sale lifecycle (onboarding → adoption → renewal → expansion)
- Proven ability to drive retention and expansion, not just maintain relationships
- Comfort working with data and metrics to diagnose issues and drive decisions
- Ability to understand and explain technical products and workflows
- Excellent communication skills, including executive-level conversations
- High ownership mindset—you take responsibility for outcomes, not just activity
This role is for someone who:
- Thinks in systems and processes, not one-off fixes
- Is comfortable operating in ambiguity and building from 0 → 1
- Balances technical depth with commercial awareness
- Pushes for outcomes and accountability (internally and externally)
- Can quickly diagnose why a customer is not successful and take action
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