Customer Success Manager

DeepScribe is building AI agents that automate and transform clinical workflows, aiming to enhance the efficiency of healthcare professionals. The Customer Success Manager will be responsible for managing a portfolio of enterprise accounts, ensuring customer satisfaction, retention, and organic growth while building strong relationships with clinicians and stakeholders.

Responsibilities:

• Accountable for annual contract renewal across your portfolio; MAU out of billable licenses is your north star metric
• Track MAU, WAU, and utilization; identify risk signals early and own the intervention plan
• Develop trusted, personal relationships with key clinicians and administrative stakeholders; be someone they're genuinely glad to hear from
• Respond to provider and stakeholder questions, surface product updates, and proactively share what's relevant to each account
• Identify natural growth opportunities within accounts and partner with the sales team to execute
• Advocate internally for your customers; translate clinical workflow needs into product feedback and feature requests
• Stay current on DeepScribe's latest functionality and proactively apply new features to your portfolio

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