Job Details

Customer Success Manager

We are hiring a Customer Success Manager to own the full post-sale lifecyclefrom contract signature through onboarding, adoption, renewal, and expansion.

This is not a traditional CSM role. You will operate as the owner of revenue retention and growth across your accounts. You are responsible for ensuring customers not only adopt Commure's products, but realize measurable ROI and expand their usage over time.

Our product sits directly in clinical workflows and integrates deeply with EHR systems. Success in this role requires a combination of: Operational rigor, Technical fluency, Commercial instinct.

You will work closely with Sales, Product, Engineering, and Operations to drive successful deployments and build repeatable systems that scale across customers.

This full-time position requires 5 days on-site in our Mountain View or San Francisco, CA headquarters.

What You'll Do

Own the Customer Lifecycle (Signature ? Expansion)

• Lead customers from contract through onboarding, go-live, adoption, and renewal
• Drive successful implementations across complex healthcare organizations
• Ensure customers achieve measurable outcomes (time saved, improved documentation, workflow efficiency)

Drive Adoption & Usage

• Monitor and improve key metrics such as: Weekly active users (WAU), Seat utilization, Depth of product usage
• Identify gaps in adoption and implement targeted interventions
• Build internal champions and expand usage across teams

Build and Execute Expansion Strategy

• Identify expansion opportunities based on usage and business needs
• Drive upsell conversations tied to clear ROI and partner with Sales to close expansion deals

Develop Scalable Customer Success Systems

• Build frameworks for:
• Onboarding and go-live
• Customer health scoring
• QBRs and executive reporting
• Standardize best practices across accounts

Act as the Voice of the Customer

• Surface product gaps and workflow issues to Product and Engineering
• Help prioritize improvements based on customer impact

Operate with Data and Accountability

• Track and report on:
• Customer health
• Retention and expansion metrics
• Adoption trends
• Proactively manage at-risk accounts and drive recovery plans

Navigate Complex Stakeholders

• Work across clinicians, operations teams, and executives (including CFOs and COOs)
• Communicate value clearly to both end users and economic buyers
• Lead QBRs and executive-level conversations

What You Have

• 3+ years of experience in Customer Success, Account Management, or a similar role in SaaS
• Experience managing mid-market or enterprise accounts with complex stakeholders
• Strong understanding of post-sale lifecycle (onboarding ? adoption ? renewal ? expansion)
• Proven ability to drive retention and expansion, not just maintain relationships
• Comfort working with data and metrics to diagnose issues and drive decisions
• Ability to understand and explain technical products and workflows
• Excellent communication skills, including executive-level conversations
• High ownership mindsetyou take responsibility for outcomes, not just activity

This role is for someone who:

• Thinks in systems and processes, not one-off fixes
• Is comfortable operating in ambiguity and building from 0 ? 1
• Balances technical depth with commercial awareness
• Pushes for outcomes and accountability (internally and externally)
• Can quickly diagnose why a customer is not successful and take action