Customer Success Manager, Scribe

Customer Success ManagerWe 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.What You'll DoOwn the Customer Lifecycle (Signature ? Expansion)Lead customers from contract through onboarding, go-live, adoption, and renewalDrive successful implementations across complex healthcare organizationsEnsure customers achieve measurable outcomes (time saved, improved documentation, workflow efficiency)Drive Adoption & UsageMonitor and improve key metrics such as: Weekly active users (WAU), Seat utilization, Depth of product usageIdentify gaps in adoption and implement targeted interventionsBuild internal champions and expand usage across teamsBuild and Execute Expansion StrategyIdentify expansion opportunities based on usage and business needsDrive upsell conversations tied to clear ROI and partner with Sales to close expansion dealsDevelop Scalable Customer Success SystemsBuild frameworks for:Onboarding and go-liveCustomer health scoringQBRs and executive reportingStandardize best practices across accountsAct as the Voice of the CustomerSurface product gaps and workflow issues to Product and EngineeringHelp prioritize improvements based on customer impactOperate with Data and AccountabilityTrack and report on:Customer healthRetention and expansion metricsAdoption trendsProactively manage at-risk accounts and drive recovery plansNavigate Complex StakeholdersWork across clinicians, operations teams, and executives (including CFOs and COOs)Communicate value clearly to both end users and economic buyersLead QBRs and executive-level conversationsWhat You Have3+ years of experience in Customer Success, Account Management, or a similar role in SaaSExperience managing mid-market or enterprise accounts with complex stakeholdersStrong understanding of post-sale lifecycle (onboarding ? adoption ? renewal ? expansion)Proven ability to drive retention and expansion, not just maintain relationshipsComfort working with data and metrics to diagnose issues and drive decisionsAbility to understand and explain technical products and workflowsExcellent communication skills, including executive-level conversationsHigh ownership mindset—you take responsibility for outcomes, not just activityThis role is for someone who:Thinks in systems and processes, not one-off fixesIs comfortable operating in ambiguity and building from 0 ? 1Balances technical depth with commercial awarenessPushes for outcomes and accountability (internally and externally)Can quickly diagnose why a customer is not successful and take actionCommure is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.