Customer Success Manager, Scribe

Every day, it feels like healthcare becomes less about the practice of medicine. Hospitals and private practices operate on razor-thin margins, caught between the bureaucracy of insurance companies and ballooning administrative costs. And technological advancements — from electronic health record systems to dictation software — have failed to live up to their promise of making the lives of all healthcare staff easier. 

Athelas' mission is to once again make health the focus of healthcare by using AI and automation to eliminate distractions and keep providers connected to their patients throughout the care journey.

The Athelas suite of automated and AI-enabled hardware, software, and services results in happier and healthier patients, less time wasted on administrative tasks, safer staff, and more reliable insurance reimbursements. Since merging with Commure, our growing suite of solutions now includes:

• Patient Engagement - Commure Engage empowers providers to connect with their patients throughout the care journey, reducing no-shows and improving health outcomes

• Workflow Automation - PatientKeeper and other workflow tools automate repetitive tasks, allowing healthcare workers to spend more time with patients 

• Staff Safety - Commure Strongline protects staff from workplace violence by empowering them to call for help to de-escalate potentially violent situations  

• At-Home Monitoring - Athelas Care Management offers a suite of remote sensors that allow doctors to bring healthcare into the home, saving lives through early intervention

• Billing Solutions - Athelas RCM offers AI-driven, full-cycle revenue cycle management solutions that optimize claims submission, ensuring insurers pay every dollar they owe for work performed by healthcare providers

• Automated Dictation - Athelas Scribe utilizes the power of LLMs to record and automatically summarize appointments, saving doctors countless hours every day

Athelas takes a provider-focused approach to healthcare and the healthcare industry has noticed. We’ve grown more than 500% year over year for three consecutive years. We support more than 250,000 clinicians and staff and hundreds of thousands of patients across hundreds of care sites. And we’re just getting started. Backed by General Catalyst, Sequoia, and many other leading investors, Athelas & Commure is positioned to be the defining healthcare tech company of the next 15 years.

If you're eager to advance our mission to make health the focus of healthcare, come join us!

Role Summary

Athelas is looking for a personable, customer-centric individual with a solution oriented bias to action to join our growing team as a Customer Success Manager.

In this role, you will be responsible for ensuring the success and satisfaction of our clients and their teams throughout their entire customer journey. You will work closely with our customers caregivers, security teams and executive decision makers to understand their business objectives and challenges, and collaborate with internal teams to develop and execute plans that drive success.

The ideal candidate is a strategic thinker with a passion for driving value to our customers, excellent communication and collaboration skills, is comfortable with the ambiguity of a fast paced start up and product environment and has prior experience working with healthcare providers & systems.

If you are a results-driven individual with a passion for customer success and a track record of delivering exceptional customer experiences, we would love to hear from you. This is an excellent opportunity to join a growing company and make a meaningful impact on our customer's success.

Responsibilities

• Build and maintain strong relationships with customers, serving as their primary point of contact for all post-sale activities

• Understand customer objectives and challenges, and develop plans to help them achieve their goals using our product

• Collaborate with cross-functional teams, including product management, sales, marketing, and support, to ensure customer success and satisfaction

• Develop and execute customer success plans that align with customer objectives and drive value and ROI

• Monitor and measure customer success metrics, including adoption, retention, and expansion, and identify areas for improvement

• Advocate for customers internally, providing feedback to product management and other teams to ensure customer needs are met

• Manage customer escalations and work to resolve issues in a timely and effective manner

• Conduct regular business reviews with customers to ensure alignment and drive continued success

• 25-40% travel required

Requirements

• 1-2+ years of experience in a customer success or account management role, preferably in a SaaS or subscription-based business model

• Experiential knowledge working with healthcare systems or other complex delivery systems

• Knowledge of CRM and customer success tools, such as Salesforce

• Excellent communication and collaboration skills with the ability to build strong relationships with customers and internal teams

• Strong problem-solving skills with the ability to identify customer challenges and develop creative solutions

• Familiarity with customer success metrics and KPIs, including adoption, retention, and expansion

• Ability to manage multiple projects and priorities in a fast-paced, dynamic environment

• Learning and growth mindset

Why You’ll Like Working with Athelas

• Execution focused, driven team: Join a team with an incredible record - we are the smallest, fastest company in history to receive FDA hematology clearance. We are also the largest Remote Patient Monitoring company in the US, with a fast-growing SaaS Revenue Cycle Management business as well

• Technology Focus: Revolutionizing how technology can be used in the healthcare industry

• Strong Backing: $132M Series B raised from the likes of Sequoia, General Catalyst, Tribe, Y Combinator

• Mission Driven: We are changing the way healthcare is provided, bringing it directly to the people who need it with technology-enabled solutions

• Incredible Growth: Revenue growth of 5x over the past 6 months and we're just getting started!

• Competitive Benefits: Unlimited PTO, medical, dental, vision, excellent maternity and paternity paid time off.

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.