Customer Success Manager

Job Description

Job Description

Customer Success Manager

Client champion. Advocate. Problem solver

LOCATION: Remote (U.S.), roughly 70–75% travel REPORTS TO: Director of Customer Success

OUR STORY

A Nashville story

Founded in Nashville in 2015, iScribe started inside orthopedic practices. Today we're on a mission to correct a fundamental flaw of modern medicine: documentation-related denials. By pairing ambient notetaking with custom macros and AI-assisted E&M coding, iScribe AI helps providers craft claim-ready notes that defend their bottom line. Providers work wherever care happens, on our mobile app or the web, while practice leaders get full visibility through our enterprise admin console. Thousands of providers rely on iScribe every day, and we're just getting started.

THE ROLE

The client champion.

As a Customer Success Manager, you own a portfolio of iScribe accounts and are accountable for what matters most: account health, retention, and identifying where accounts can grow. As the primary point of contact for our top clients, you'll own the relationships behind the retention rate we're so proud of. You'll spend most of your time on-site with existing accounts, getting to know the providers and practice leaders who rely on us, and partnering with the Director of Customer Success to make sure every client keeps winning with iScribe.

IS THIS YOU?

This seat is built for a relationship builder.

You know your clients' practices almost as well as they do. You return the call the same day, not next week. You notice when engagement dips before the client does, and you show up with a plan. You're organized, responsive, and timely, so nothing in your book slips. Your relationships are intentional, not sales driven, and that's exactly why clients trust you when it's time to talk about growth.

WHAT YOU'LL OWN

Your playbook.

Client relationships. Cultivate strong, long-term partnerships with our clients and act as their champion, making sure needs are met and concerns are addressed.

Client satisfaction. Drive and analyze satisfaction surveys, turning the data into trends, improvement areas, and actionable insights.

Adoption and optimization. Drive providers from onboarding to confident, daily power-use. Analyze usage, surface optimization opportunities, and lead re-training where engagement lags.

Account health and renewals. Monitor health signals, flag churn risk early with a mitigation plan, and give leadership an accurate, early read on upcoming renewals.

QBRs and check-ins. Lead Quarterly Business Reviews, executive check-ins, and health assessments that prove value, on the cadence each account calls for.

Platform expertise and records. Know every iScribe product line at an expert level, and keep account records current in CRM systems.

Expansion identification. Identify and qualify opportunities for new providers, additional sites, and product capabilities, then partner with Sales on the commercial close.

Troubleshooting. Troubleshoot and help resolve issues on-site or remotely, and escalate to Support through agreed-upon protocols.

Implementations and go-lives. When needed, step in to support implementations or larger go-lives.

HOW YOU'LL PARTNER

Clear lanes, one face to the customer.

Sales. You identify and qualify expansion; Sales leads contract negotiation, pricing, and close. You stay in the relationship the whole way, so the customer feels continuity, never a hand-off.

Implementation and Support. Partner on provider onboarding and training; you handle Level 1 troubleshooting while Support owns technical escalations.

Product. Bring customer feedback to the roadmap and support user and admin messaging.

Operations and Accounting. Answer contract questions from the Contractual Source of Truth and escalate discrepancies to the Accounting and Contracts teams.

HOW SUCCESS IS MEASURED

Outcomes first, activity second.

Retention. Gross and net retention across your book.

Growth. Expansion revenue from opportunities you identified and qualified.

Adoption. Provider utilization and breadth of platform usage across your accounts.

Risk management. Early identification, escalation, and timely resolution of account risk.

Engagement. QBR completion, touchpoint cadence, and customer satisfaction.

ON THE ROAD

Where the work happens.

Travel to existing accounts is expected and required. Plan on being on the road roughly 70–75% of the time, including overnight stays, with the exact amount varying based on business needs. The rest of your time is spent at home checking reports, monitoring accounts and handling the administrative work that keeps your book of business running smoothly.

WHAT YOU BRING

The experience behind the relationships.

3+ years in account management or customer success, ideally in healthcare technology

A track record of retaining and growing accounts with senior clinical and operational leaders

Organized, responsive, and timely: in this seat, those qualities make all the difference

Comfort turning usage and adoption data into clear priorities and a compelling value story

Strong interpersonal, communication, and executive presentation skills

A resilient, adaptable self-starter who thrives working independently

Willingness and ability to travel roughly 70–75% of the time, including overnight stays

WHY ISCRIBE

Why you'll love this seat.

Impact you can see. You're measured on retention and growth, not meeting counts, so your value shows.

A product people trust. Thousands of providers use iScribe daily, so you bring proof, not promises.

Real impact. Every healthy account gives clinicians more time with their patients.

OUR CORE VALUES

CARES DEEPLY | RESOURCEFUL | ACCOUNTABLE | KNOWLEDGEABLE | CUSTOMER OBSESSED