[Hiring] Customer Success Manager @DeepScribe

Role Description

You own the success of a portfolio of enterprise accounts. That means you know your customers deeply — their workflows, their champions, their friction points — and you act before problems become churn risks. You are the reason providers feel like DeepScribe was built for them.

This is a high-accountability role. You'll track utilization daily, intervene when engagement dips, and build genuine relationships with clinicians and administrators alike. Retention is the scoreboard, but relationships are how you win.

• Retention — accountable for annual contract renewal across your portfolio; MAU out of billable licenses is your north star metric
• Daily monitoring — track MAU, WAU, and utilization; identify risk signals early and own the intervention plan
• Relationship and champion building — develop trusted, personal relationships with key clinicians and administrative stakeholders; be someone they're genuinely glad to hear from
• Customer communication — respond to provider and stakeholder questions, surface product updates, and proactively share what's relevant to each account
• Organic expansion — identify natural growth opportunities within accounts and partner with the sales team to execute
• Voice of customer — advocate internally for your customers; translate clinical workflow needs into product feedback and feature requests
• Product fluency — stay current on DeepScribe's latest functionality and proactively apply new features to your portfolio

Qualifications

• 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

Requirements

• MAU / billable license utilization across your portfolio
• Net retention at renewal
• Depth and quality of clinical champion relationships
• Response time and satisfaction on customer correspondence

Benefits

• On Track Earnings: $110,000-150,000
• Compensation is combination of base + variable on an 80/20 split
• Meaningful equity stake in the company
• Flexible PTO
• Work from home stipend
• Medical, Dental, Vision, 401K and other benefits are also offered