Customer Success Manager, Scribe

Commure•Mountain View, CA

24d•Onsite

About The Position

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. Commure was recently named to Fortune’s Future 50 list for 2025 and is 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 We are hiring a Customer Success Manager to own the full post-sale lifecycle—from contract signature through onboarding, adoption, renewal, and expansion. This is not a traditional CSM role. You will operate as the owner of revenue retention and growth across your accounts. You are responsible for ensuring customers not only adopt Commure’s products, but realize measurable ROI and expand their usage over time. Our product sits directly in clinical workflows and integrates deeply with EHR systems. Success in this role requires a combination of: Operational rigor, Technical fluency, Commercial instinct. You will work closely with Sales, Product, Engineering, and Operations to drive successful deployments and build repeatable systems that scale across customers. This full-time position requires 5 days on-site in our Mountain View or San Francisco, CA headquarters.

Requirements

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

Responsibilities

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