Customer Success Manager
About The Position
DeepScribe is building AI agents that automate and transform clinical workflows. On track to capture over 4 million oncology care visits annually, we are the dominant AI scribe for cancer care and we’re rapidly expanding into other complex, chronic-care specialties and workflows. Our mission goes far beyond note-taking. We’re building the ambient operating system for healthcare: intelligent agents that embed directly into clinical and administrative workflows, from clinical trial matching to revenue cycle automation. Our goal is to give the most overburdened professionals in the world more time to focus on caring for patients. At DeepScribe, everything we do is focused on bringing back the joy of care to medicine. We empower physicians with tools that improve efficiency, deepen patient trust, and reduce the documentation burden that drives burnout. You own the success of a portfolio of enterprise accounts. That means you know your customers deeply — their workflows, their champions, their friction points — and you act before problems become churn risks. You are the reason providers feel like DeepScribe was built for them. This is a high-accountability role. You'll track utilization daily, intervene when engagement dips, and build genuine relationships with clinicians and administrators alike. Retention is the scoreboard, but relationships are how you win.
Requirements
- Deep empathy for clinicians and genuine belief in the problem we're solving — this isn't optional
- Strong understanding of clinical workflows; ability to translate provider needs into technology solutions
- Technically fluent — comfortable working with data, understanding integrations, and troubleshooting at a detailed level
- Working knowledge of LLMs and basic prompt engineering; curiosity to go deeper
- Proactive communicator — you don't wait to be asked, you bring information and solutions
- Comfortable with ambiguity and able to adapt quickly as our product and market evolve
- Willingness to travel — cadence varies widely (0–50% in a given month depending on account needs)
- Experience in SaaS customer success, healthcare technology, or clinical settings preferred
Responsibilities
- Retention — accountable for annual contract renewal across your portfolio; MAU out of billable licenses is your north star metric
- Daily monitoring — track MAU, WAU, and utilization; identify risk signals early and own the intervention plan
- Relationship and champion building — develop trusted, personal relationships with key clinicians and administrative stakeholders; be someone they're genuinely glad to hear from
- Customer communication — respond to provider and stakeholder questions, surface product updates, and proactively share what's relevant to each account
- Organic expansion — identify natural growth opportunities within accounts and partner with the sales team to execute
- Voice of customer — advocate internally for your customers; translate clinical workflow needs into product feedback and feature requests
- Product fluency — stay current on DeepScribe's latest functionality and proactively apply new features to your portfolio
Benefits
- Flexible PTO
- Work from home stipend
- Medical, Dental, Vision, 401K and other benefits are also offered
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
