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 Athelas + Commure, 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!

Role Summary

Commure 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
  

• 25-30% travel required

Requirements

• 3-4+ 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 healthtech strongly preferred
  

• 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 love working at Athelas + Commure:

• 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 and 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.

Athelas + Commure 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.