Customer Success Manager

DeepScribe is building AI agents that automate and transform clinical workflows. The Customer Success Manager will own the success of a portfolio of high-profile accounts, ensuring customer retention and satisfaction through proactive engagement and relationship building.

Responsibilities:

• Accountable for annual contract renewal across your portfolio; Monthly Active Users is your north star metric
• Track MAUs, WAUs, 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 internal colleagues 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
• 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 (0–50% in a given month depending on account needs)
• Direct healthcare experience