Customer Success Manager
About DeepScribe
DeepScribe is building AI agents that automate and transform clinical workflows. On track to capture over 4 million oncology care visits annually, we are the dominant AI scribe for cancer care and we’re rapidly expanding into other complex, chronic-care specialties and workflows. But our mission goes far beyond note-taking.
We’re building the ambient operating system for healthcare: intelligent agents that embed directly into clinical and administrative workflows, from clinical trial matching to revenue cycle automation. Our goal is to give the most overburdened professionals in the world more time to focus on caring for patients.Our Mission
At DeepScribe, everything we do is focused on bringing back the joy of care to medicine. We empower physicians with tools that improve efficiency, deepen patient trust, and reduce the documentation burden that drives burnout.
About the Role
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.
What You'll Own
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
What We're Looking For
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
How We Measure Success
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
Compensation, Perks, and 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
About the Team
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.