Customer Success Manager, Athelas
Enterprise Scribe
More information about location
3 days a week in office (Mountain View, CA)
Remote patient monitoring platform
Be an early applicant
Remote patient monitoring platform
201-500 employees
Be an early applicant
More information about location
3 days a week in office (Mountain View, CA)
201-500 employees
Company mission
Athelas' mission is to bring simple, life-changing healthcare products to people around the globe to provide remote patient monitoring systems to the healthcare sector.
Role
Who you are
- Bachelor's degree in Healthcare Administration, Business, Mathematics, Engineering, Biology, or related technical field
- 3-5+ years of Customer Success, Account Management, Professional Services, or Consulting experience in a SaaS environment
- High level of agency and intellectually curiosity, with attention to detail and the ability to thrive in a fast-paced startup environment
- Experience managing and negotiating renewals
- Strong understanding of healthcare workflows and EHR systems
- Technical proficiency, including experience with data analysis and API integrations
- Demonstrated ability to build trust and forge relationships with users and key decision makers
- Experience managing internal and external stakeholders and the ability to influence without authority
- 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
- Familiarity with AI-driven solutions or medical documentation workflows is a strong plus
- Proficiency in Retool or SQL is a plus
- Experience in prompt engineering is a bonus
- Ability to travel up to 20-30% for on-site client engagements
What the job involves
- The Customer Success Manager (CSM) will be the primary advocate for our healthcare customers, ensuring they achieve their desired outcomes through the adoption and use of Scribe
- As a trusted partner, you will guide and monitor usage, address challenges, and foster strong relationships to ensure customer satisfaction, retention, and growth
- Serve as the primary long-term point of contact for 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 % of WAUs, % of renewals, and % of invoices paid
- 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 Scribe
- 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
- Partner with Finance to ensure invoices are paid on time
- 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
- Mentor junior team members and facilitate knowledge sharing across the organization
Our take
Gathering data on patients is vital to provide healthcare workers with the information that they need to reduce repeat hospitalizations, but retrieving such data requires patient monitoring through expensive medical equipment. This ultimately reduces spaces in hospitals and clinics when patients could otherwise be cared for from home, presenting an increased demand for remote patient monitoring (RPM) technology.
Athelas develops RPM hardware and software platforms, helping the healthcare industry monitor the health data of patients without the need for them to be present in hospitals or clinics. The company's solutions include remote devices for blood diagnostics, sensor-driven pillboxes, and glucometers, which connect through software applications for doctors, EHR integrations, and a unified RPM platform.
Whilst the company faces competition from other RPM platforms, Athelas stands out by providing a comprehensive range of hardware monitoring devices and software applications, ultimately contributing toward an all-in-one RPM ecosystem. The company reports that its solutions have resulted in a 30% increase in patient engagement and a 20% reduction in hospitalizations and ER visits. A merger with fellow healthcare infrastructure unicorn Commure in 2023 will combine both companies' fast-growing revenue lines and promise a lucrative future Athelas.
Steph
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jan 2022
$60m
SERIES B
Aug 2021
$72m
SERIES B
Total funding: $156.2m
Company HQ
Jackson Park, Mountain View, CA
Leadership
Tanay Tandon
(CEO)Experience as Software Developer and Engineer for Trringg Systems, Clipped.me and Wit.ai. Researcher for the AI Department of Stanford University from 2013 to 2016.
Deepika Bodapati
(Co-founder)Experience as Researcher for the NASA Ames Research Center. Researcher at the Multimodality Molecular Imaging Lab (MMIL) of Stanford University from 2010 to 2015.
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