Customer Success Manager

Healthcare providers go into medicine to care for people, but end up losing valuable time each day to admin work and other workplace challenges. Time that could otherwise be spent helping patients. And patients end up suffering as a result. At Commure + Athelas, we build solutions that simplify providers’ lives and keep them connected to their patients so they can focus on doing what matters most: providing care. 

Our innovative suite of software and hardware – augmented by advanced LLM AI, RTLS, and healthcare workflow automations – boosts efficiency across every domain of healthcare, freeing up healthcare providers to spend more of their time caring for patients. Our growing suite of technologies include staff duress alerting, asset tracking, patient elopement, revenue cycle management, clinical documentation and intake, provider copilots, patient engagement and communication, home health, remote patient monitoring, and more.

Today, we support over 250,000 clinicians across hundreds of care sites around the country. And we’re only just getting started: Healthcare’s watershed moment for AI-powered transformation is here – so join us in creating the technology to power healthcare!

About the Role

Our Customer Success Managers are the champions of customer delight for both our clinician users and health system customers. Customer Success Managers accelerate Augmedix by improving customer adoption, engagement, and retention. In collaboration with Account Directors, we bring the full power of Augmedix to help customers achieve business value faster and drive customer delight through their use of Augmedix. Customer Success Managers split their time between remote and onsite visits for our customers, and are quarterbacks in charge of customer retention and customer satisfaction, and execute on expansion opportunities that drive meaningful revenue growth for the company.

This is a remote position open to applicants located anywhere in the US who are able and willing to travel up to 30-50% of the time.

What You’ll Do

• Steward a high-quality customer experience and develop high-trust, high-integrity relationships with all customer stakeholders - clinician users, clinical operations staff, executive and business operations teams. You will leverage existing relationships with C-level executives. You will be developing new relationships with business unit leaders to understand their unique company challenges and to influence their perspective of Augmedix solutions. 

• Hyper-focused on the delivery of business value to your portfolio of assigned customers to ensure you exceed all customer retention goals, and are accountable to meeting and exceeding revenue growth targets.

• Work closely with customer executive teams to advance business development at each health system, including sourcing referrals, expanding the footprint of clinician users, and selling new product offerings.You will influence long-term strategic direction across our enterprise health system partnership, while serving as a key business partner across Augmedix to make sure cross functional teams align behind our client’s strategic partnership roadmap.

• Lead account strategy in generating and developing business growth opportunities, working to optimize their growth opportunities.

• Exceed all growth targets across the portfolio of assigned customer accounts

• Understand the enterprise technology footprint, strategic growth plans and business drivers, technology strategy, and competitive landscape.

• Develop strong working relationships with all Augmedix departments and employ creative problem-solving to resolve customer issues. (Working relationships include management of multiple dotted-line direct reports.)

• Communicate consistently, habitually, and with  professionalism in person, on the phone, and over email

• Conduct effective and tactful presentations to all customer audiences, ranging from executive teams, clinician users, clinical staff, or business contacts

• Develop expertise with Augmedix hardware and software. Troubleshoot as needed, and channel product improvement ideas to the Product team

• Develop expertise with scribing and clinical operations, including clinician workflows, productivity best practices, and the roles and responsibilities of all clinical professionals

• Manage customer records diligently in our CRM, Salesforce, ClickUp, and Zendesk systems.

• Manage and utilize customer success dashboards (SiSense, SalesForce, Retool dashboards from the analytics teams)

• Relentlessly suggest ways for the team and the company to improve customer delight

What You Have

• 2-3+ years in account management, customer success, sales, or a customer support role.

• College degree required.

• Healthcare experience is a strong plus.

• Obsessive about ensuring a world-class customer experience for customers.

• Highly entrepreneurial: creative and proactive in solving problems.

• Exceptional communication, presentation, and conflict-resolution skills.

• Strong project management skills, with a keen ability to think critically, prioritize effectively, and communicate expediently.

• Nuanced attention to detail in execution and a mature sense of accountability.

• Works well with a variety of different personalities.

• Excited to thrive in a fast-paced, highly dynamic growth-stage company.

• Highly proficient with digital tools, cloud-based office suite software, and CRM systems.

• Intellectually curious and strategic.

• Comfortable with travel 50% of the time.

Why you’ll love working at Commure + Athelas:

• Highly Driven Team: We work hard and fast for exceptional results, knowing we’re doing mission-driven work to transform the country’s largest sector. 

• Strong Backing: We are backed by top investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital and Elad Gil. 

• Incredible Growth: Prior to our merger in late 2023, Commure + Athelas had independently grown more than 500% YoY for three consecutive years. We’ve achieved Series D funding, have an industry-leading runway, and continue to scale rapidly. 

• Competitive Benefits: Unlimited PTO, medical, dental, vision, excellent maternity and paternity paid time off. Note that benefits are subject to change and may vary based on jurisdiction of employment.

Commure + Athelas 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.

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.