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iScribe is a healthcare technology company founded in 2015 that helps providers combat documentation-related claim denials through ambient notetaking, custom macros, and AI-assisted E&M coding. The platform serves thousands of providers daily across mobile and web interfaces, with enterprise admin consoles for practice leaders.
As a Customer Success Manager, you will own a portfolio of iScribe accounts and drive retention, growth, and account health. You'll serve as the primary point of contact for top-tier clients, spending approximately 70–75% of your time on-site with existing accounts, building relationships with providers and practice leaders. The remainder of your time is spent remotely managing administrative work, monitoring account health, and analyzing data.
Key responsibilities include:
- Cultivating strong, long-term partnerships with clients and acting as their champion
- Driving client satisfaction through surveys and turning data into actionable insights
- Monitoring adoption and optimization, moving providers from onboarding to confident daily power-use
- Monitoring account health signals, flagging churn risk early with mitigation plans, and providing leadership with accurate renewal forecasts
- Leading Quarterly Business Reviews and executive check-ins that demonstrate value
- Maintaining expert-level platform knowledge and keeping account records current in CRM systems
- Identifying and qualifying expansion opportunities (new providers, additional sites, product capabilities) and partnering with Sales on commercial closes
- Troubleshooting issues on-site or remotely, escalating to Support as needed
- Supporting implementations and go-lives when required
You'll work closely with Sales (who handle contract negotiation and pricing), Implementation and Support (who own technical escalations), Product (feedback to roadmap), and Operations/Accounting (contract questions).
Success is measured on gross and net retention, expansion revenue identified and qualified, provider utilization and platform breadth, early identification and resolution of account risk, and engagement metrics (QBR completion, touchpoint cadence, customer satisfaction).
The company offers competitive salary and benefits including Medical, Dental, Vision, HSA/FSA, Education Reimbursement, and 401k with matching.
REQUIREMENTS:
- 3+ years in account management or customer success, ideally in healthcare technology
- Track record of retaining and growing accounts with senior clinical and operational leaders
- Organized, responsive, and timely in execution
- Ability to turn usage and adoption data into clear priorities and compelling value stories
- Strong interpersonal, communication, and executive presentation skills
- Resilient, adaptable self-starter who thrives working independently
- Willingness and ability to travel roughly 70–75% of the time, including overnight stays
