Customer Success Manager

Client champion. Advocate. Problem solver

LOCATION:

Remote (U.S.), roughly 70–75% travel

REPORTS TO:

Director of Customer Success

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 note taking 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 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.

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.

• 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 escape to Support through agreed-upon protocols.
• Implementations and go-lives. When needed, step in to support implementations or larger go-lives.

• 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 escape discrepancies to the Accounting and Contracts teams.

• Retention. Gross…