Customer Success Manager

Location: Travel/Remote Position (Travel Required: up to 75%)Our Mission

At DeepScribe, everything we do is focused on our mission - to bring back the joy of care to medicine. Our goal is to empower physicians with the tools they need to improve both efficiency and efficacy, and to improve patient outcomes by increasing the trust and understanding they have with their physician.

What you’ll do

The Customer Success Manager’s (CSM) will own all aspects of their assigned clients including implementation and ongoing account management. You will welcome clinicians to DeepScribe, train them on various aspects of the platform, help them customize their initial environment, and assist in linking their EHR to DeepScribe. Once their implementation is complete, you will shift your focus to drive adoption of DeepScribe’s platform, act as customer advocate, deliver excellent customer service, and expand adoption across your client’s provider base. The CSM is the primary contact point for customers. As such, you will quarterback their experience and also be the face of the brand.

Your impact

• You’ll maximize time to value for our customers, enabling them to utilize all aspects of their new solution
• You’ll drive adoption of DeepScribe’s platform as measured by weekly active users
• You’ll act as a subject matter expert promoting seamless integration of our technology into our customers existing technology stack and workflows
• You’ll measure account performance against agreed-to goals and objectives
• You’ll monitor customer health, proactively address customer issues, and consistently manage customer expectations
• You’ll partner internally with cross-functional stakeholders
• You’ll work with DeepScribe’s engineering and product management teams to address bugs, document feature requests, and track customer-centric initiatives
• You’ll work with our Go To Market teams to develop customer references and case studies
• You’ll position yourself as a customer advocate to deliver a satisfying experience
• You’ll use exceptional written and oral communication skills to drive conversations about success, improvement, and growth
• You’ll leverage strong leadership skills to independently prioritize and execute project tasks in a methodical and disciplined manner

About You

• You have a passion for creating a world-class experience for customers
• You have previous experience in a professional customer-facing role (healthcare industry preferred)
• You are technologically savvy and willing to learn integration details for several EHRs
• You are self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
• You care deeply about your work, and believe in the importance of leveraging technology to improve patient care
• You’re extremely organized and communicate well both verbally and in writing
• You’re proactive, anticipate challenges, and act on these instincts

We’d love to hire someone with direct healthcare experience, but it’s not required 

Perks and benefits

• $70,000-$90,000 annual salary
• Meaningful equity stake in the company
• Flexible PTO
• Work from home stipend
• Medical, Dental, Vision, 401K and other benefits are also offered

About the Team

Our customer success team thrives in a rapidly evolving environment, and has the opportunity to work with many functions to ensure our customers receive the best experience possible. Come join us in this exciting growth phase!

At DeepScribe, we value trust, teamwork, and transparency, and we’re dedicated to promoting diversity and equity in the workforce through inclusive hiring practices. Candidates with backgrounds that are underrepresented in the technology industry are encouraged to apply. 

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required eligibility verification form upon hire.