Customer Success Manager- Backfill

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.

• 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 important, high-profile 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 regularly,
• 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;

Monthly Active Users is your north star metric.

• Daily monitoring. Track MAUs, WAUs, 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 internal colleagues 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
• 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 (0–50% in a given month depending on

account needs)

We’d love to hire someone with direct healthcare experience, but it’s not

required

COMPENSATION, PERKS, AND BENEFITS

• On Track Earnings: $85,000-150,000. Actual compensation will be determined based
• on factors including but not limited to experience, education, skill level,
• location, and internal equity, and may vary from the posted range.

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

• Our customer success team thrives in a rapidly evolving environment, and has the
• opportunity to work with many functions to ensure our customers receive the best
• experience possible. Come join us in this exciting growth phase!

• 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.