Customer Success Manager – Enterprise – Ambient AI

Customer Success Manager – Enterprise – Ambient AI

Requirements

• 5+ years of Customer Success, Account Management, Professional Services, or Consulting experience in a SaaS environment and experience working with Enterprise clients.
• Bachelor’s degree in Healthcare Administration, Business, Mathematics, Engineering, Biology, or related field
• Strong understanding of healthcare workflows and EHR systems
• Technical proficiency, including experience with data analysis and API integrations.
• Exceptional organizational skills with the ability to manage multiple projects simultaneously and prioritize effectively.
• Excellent written and verbal communication skills.
• Ability to navigate complex challenges, analyze root causes, and deliver practical solutions that benefit both the customers and the company.
• Proactive mindset with a focus on driving results and resolving issues without unnecessary delays.
• Ability to travel up to 50% for on-site client engagements.

Responsibilities

• Serve as the primary long-term point of contact for Enterprise customers, developing strong, trusted relationships with clinicians, administrators, and IT stakeholders.
• Own and track the long-term success of your customers via OKRs, such as WAUs, % appointment utilization, provider adoption and % change in documentation time.
• Conduct regular check-ins and strategic reviews to align on goals, share progress, and identify new opportunities.
• Demonstrate and promote the latest features and capabilities, ensuring customers are up to date on the latest and greatest and see the increasing lifetime value of using our Ambient Solutions.
• Partner with implementation teams to ensure a smooth transition from deployment to active product use.
• Conduct tailored training sessions and create resources to empower customers to maximize the product’s value.
• Monitor product usage and proactively engage with customers to drive adoption and identify potential barriers to success.
• Act as the voice of the customer internally, sharing insights and feedback with product, engineering, and leadership teams to drive continuous improvement.
• Address customer concerns and resolve issues in a timely and professional manner, collaborating with support and product teams as needed.
• Manage the renewal experience and proactively identify and manage renewal risks.
• Escalate critical challenges appropriately while keeping customers informed of progress.
• Contribute to the design and implementation of systems and processes that facilitate scalability and efficiency.

Preferred Qualifications

• Familiarity with AI-driven solutions or medical documentation workflows is a strong plus.
• Proficiency in Salesforce, Retool and SQL is a plus.