Customer Success Manager, Scribe at Commure

At Commure, our mission is to simplify healthcare. We have bold ambitions to reimagine the healthcare experience, setting a new standard for how care is delivered and experienced across the industry. Our growing suite of AI solutions spans ambient AI clinical documentation, provider copilots, autonomous coding, revenue cycle management and more — all designed for providers & administrators to focus on what matters most: providing care. Healthcare is a $4.5 trillion industry with more than $500 billion spent annually on administrative costs, and Commure is at the heart of transforming it. We power over 500,000 clinicians across hundreds of care sites nationwide – more than $10 billion flows through our systems and we support over 100 million patient interactions. With new product launches on the horizon, expansion into additional care segments, and a bold vision to tackle healthcare's most pressing challenges, our ambition is to move from upstart innovator to the industry standard over the next few years. Commure was recently named to Fortune’s Future 50 list for 2025 [Upgrade to PRO to see link] and is backed by world-class investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital, Elad Gil, and more. Commure has achieved over 300% year-over-year growth for the past two years and this is only the beginning. Healthcare's moment for AI-powered transformation is here, and we're building the technology to power it. Come join us in shaping the future of healthcare. ABOUT THE ROLE We are hiring a Customer Success Manager to own the full post-sale lifecycle—from contract signature through onboarding, adoption, renewal, and expansion. This is not a traditional CSM role. You will operate as the owner of revenue retention and growth across your accounts. You are responsible for ensuring customers not only adopt Commure’s products, but realize measurable ROI and expand their usage over time. Our product sits directly in clinical workflows and integrates deeply with EHR systems. Success in this role requires a combination of: Operational rigor, Technical fluency, Commercial instinct. You will work closely with Sales, Product, Engineering, and Operations to drive successful deployments and build repeatable systems that scale across customers. This full-time position requires 5 days on-site in our Mountain View or San Francisco, CA headquarters. WHAT YOU'LL DO 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) DRIVE ADOPTION & USAGE - 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 BUILD AND EXECUTE EXPANSION STRATEGY - Identify expansion opportunities based on usage and business needs - Drive upsell conversations tied to clear ROI and partner with Sales to close expansion deals DEVELOP SCALABLE CUSTOMER SUCCESS SYSTEMS - Build frameworks for: - Onboarding and go-live - Customer health scoring - QBRs and executive reporting - Standardize best practices across accounts ACT AS THE VOICE OF THE CUSTOMER - Surface product gaps and workflow issues to Product and Engineering - Help prioritize improvements based on customer impact OPERATE WITH DATA AND ACCOUNTABILITY - Track and report on: - Customer health - Retention and expansion metrics - Adoption trends - Proactively manage at-risk accounts and drive recovery plans NAVIGATE COMPLEX STAKEHOLDERS - 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 WHAT YOU HAVE - 3+ years of experience in Customer Success, Account Management, or a similar role in SaaS - Experience managing mid-market or enterprise accounts with complex stakeholders - Strong understanding of post-sale lifecycle (onboarding → adoption → renewal → expansion) - Proven ability to drive retention and expansion, not just maintain relationships - Comfort working with data and metrics to diagnose issues and drive decisions - Ability to understand and explain technical products and workflows - Excellent communication skills, including executive-level conversations - High ownership mindset—you take responsibility for outcomes, not just activity THIS ROLE IS FOR SOMEONE WHO: - Thinks in systems and processes, not one-off fixes - Is comfortable operating in ambiguity and building from 0 → 1 - Balances technical depth with commercial awareness - Pushes for outcomes and accountability (internally and externally) - Can quickly diagnose why a customer is not successful and take action Commure is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process. Please be aware that all official communication from us will come exclusively from email addresses ending in @getathelas.com [Upgrade to PRO to see link] @commure.com [Upgrade to PRO to see link] or @augmedix.com [Upgrade to PRO to see link] Any emails from other domains are not affiliated with our organization. Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.