Customer Success Manager

Summary

iScribeHealth develops AI-assisted ambient documentation and coding tools that help healthcare providers create claim-ready notes and manage clinical workflows. The Customer Success Manager owns a portfolio of accounts, focusing on client relationships, retention, adoption, account growth, renewals, troubleshooting, and on-site support for implementations and go-lives.

Responsibilities

• Cultivate strong, long-term partnerships with our clients and act as their champion, making sure needs are met and concerns are addressed
• Drive and analyze satisfaction surveys, turning the data into trends, improvement areas, and actionable insights
• Drive providers from onboarding to confident, daily power-use. Analyze usage, surface optimization opportunities, and lead re-training where engagement lags
• Monitor health signals, flag churn risk early with a mitigation plan, and give leadership an accurate, early read on upcoming renewals
• Lead Quarterly Business Reviews, executive check-ins, and health assessments that prove value, on the cadence each account calls for
• Know every iScribe product line at an expert level, and keep account records current in CRM systems
• Identify and qualify opportunities for new providers, additional sites, and product capabilities, then partner with Sales on the commercial close
• Troubleshoot and help resolve issues on-site or remotely, and escalate to Support through agreed-upon protocols
• When needed, step in to support implementations or larger go-lives

Skills

• 3+ years in account management or customer success, ideally in healthcare technology
• A track record of retaining and growing accounts with senior clinical and operational leaders
• Organized, responsive, and timely: in this seat, those qualities make all the difference
• Comfort turning usage and adoption data into clear priorities and a compelling value story
• Strong interpersonal, communication, and executive presentation skills
• A resilient, adaptable self-starter who thrives working independently

Qualifications

Must Haves

• 3+ years in account management or customer success, ideally in healthcare technology
• A track record of retaining and growing accounts with senior clinical and operational leaders
• Organized, responsive, and timely: in this seat, those qualities make all the difference
• Comfort turning usage and adoption data into clear priorities and a compelling value story
• Strong interpersonal, communication, and executive presentation skills
• A resilient, adaptable self-starter who thrives working independently

Benefits

• Remote (U.S.) work arrangement
• Medical insurance
• Dental insurance
• Vision insurance
• HSA/FSA
• Education reimbursement
• 401(k) with matching