Customer Success Manager at Athelas - Join Our Mission to Refocus Healthcare on Health

At Athelas, we believe healthcare should center around health, not administrative burdens. Hospitals and private practices often struggle with slim margins and mounting administrative costs. Despite advancements in technology, many tools have not lived up to their promises. Our mission at Athelas is to leverage AI and automation to minimize distractions, keeping healthcare providers deeply connected to their patients throughout the care journey.

Who We Are

Our AI-enabled hardware, software, and services streamline healthcare processes, resulting in happier, healthier patients, and more efficient, safer staff operations. Recently merged with Commure, our expanded suite now includes:

• Patient Engagement: Commure Engage empowers providers to connect with patients throughout their care journey, reducing no-shows and improving health outcomes.
• Workflow Automation: Tools like PatientKeeper automate repetitive tasks, letting healthcare workers focus more on patient care.
• Staff Safety: Commure Strongline ensures staff safety from workplace violence by enabling timely de-escalation.
• At-Home Monitoring: Athelas Care Management offers remote sensors that facilitate in-home healthcare, promoting early intervention.
• Billing Solutions: Athelas RCM utilizes AI for full-cycle revenue management, optimizing claim submissions to ensure proper insurance compensation.
• Automated Dictation: Athelas Scribe uses advanced language models to record and summarize appointments, freeing up physicians' time.

Our Achievements

We have grown by over 500% year over year for three consecutive years, supporting more than 250,000 clinicians and numerous patients. Backed by renowned investors like General Catalyst and Sequoia, Athelas & Commure is poised to redefine healthcare technology for the next 15 years.

Role Summary

We're seeking a personable, customer-centric individual with a bias toward action to join our team as a Customer Success Manager.

In this role, you will ensure the success and satisfaction of our clients and their teams throughout the customer journey. You will work closely with caregivers, security teams, and executive decision-makers to understand their objectives and challenges, collaborating with internal teams to develop and execute plans that drive success.

Responsibilities

• Build and maintain strong customer relationships, serving as their primary post-sale point of contact.
• Understand customer objectives and challenges, developing plans to help them achieve their goals using our products.
• 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, driving value and ROI.
• Monitor and measure customer success metrics, identifying areas for improvement.
• Advocate for customers internally, providing feedback to product management and other teams.
• Manage customer escalations, ensuring timely and effective resolution.
• Conduct regular business reviews to ensure alignment and drive continued success.
• Travel required 25-40% of the time.

Requirements

• 1-2+ years in customer success or account management, preferably in a SaaS or subscription-based model.
• Experienced with healthcare systems or other complex delivery systems.
• Proficiency in CRM and customer success tools, such as Salesforce.
• Excellent communication and collaboration skills.
• Strong problem-solving abilities and a creative approach to challenges.
• Familiarity with customer success metrics and KPIs.
• Ability to manage multiple priorities in a fast-paced environment.
• A learning and growth mindset.

Why You’ll Love Working with Athelas

• Execution Focused, Driven Team: We're the smallest, fastest company to receive FDA hematology clearance and the largest Remote Patient Monitoring company in the US.
• Technology Focus: We're revolutionizing technology use in the healthcare industry.
• Strong Backing: Raised $132M in Series B funding from top investors.
• Mission Driven: We're transforming healthcare delivery with technology-enabled solutions.
• Incredible Growth: Achieved 5x revenue growth in the past 6 months.
• Competitive Benefits: Unlimited PTO