Customer Success Manager, Scribe

Commure is building the AI Operating System for healthcare, transforming how care is delivered and documented. The Customer Success Manager will own the full post-sale lifecycle, ensuring customer adoption and expansion of Commure’s products while driving measurable outcomes in complex healthcare environments.

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)
• 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
• Identify expansion opportunities based on usage and business needs
• Drive upsell conversations tied to clear ROI and partner with Sales to close expansion deals
• Build frameworks for: Onboarding and go-live, Customer health scoring, QBRs and executive reporting
• Standardize best practices across accounts
• Surface product gaps and workflow issues to Product and Engineering
• Help prioritize improvements based on customer impact
• Track and report on: Customer health, Retention and expansion metrics, Adoption trends
• Proactively manage at-risk accounts and drive recovery plans
• 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