Customer Success Manager

ScribePT is looking for a goal-oriented, resourceful, and relationship-focused Physical Therapist or Occupational Therapist with 2 - 5 years of sales, customer success, and/or account management experience in the rehab therapy tech sector (EMR, AI, or other tech tools). An ideal candidate will:

• Be intimately familiar with the business and industry of rehab therapy, and have experience as a clinic manager or owner.
• Have first hand experience treating patients in multiple practice settings.
• Have a baseline understanding of the current AI medical scribe landscape, and a cursory understanding of the underlying technology.
• Have a strong understanding of rehab therapy documentation best practices, including compliance and billing.
• Be excited to work in a fast-paced, fast-growing, lean startup environment at the forefront of AI in therapy.
• Like to build customer relationships, skillfully prioritize, and present creative solutions to address customer needs.
• Have high energy, a positive attitude, and empathy that is infectious with internal team members and external stakeholders.
• Be a team player and are eager to learn as new challenges arrive.
• Have the ability to see the big picture, communicate extremely well, and seek to understand how your role fits into the broader commercial strategy.

Nice-to-have experience: Hubspot, Zenhub, GitHub, AI tools and concepts.

THE COMPANY:

ScribePT was the rehab therapy industry’s first AI documentation tool. (ScribePT.com). ScribePT’s powerful AI engine can help therapists reduce documentation time by 40+ hours each month and significantly improve documentation quality.

ScribePT is a division of Civicom, a 20+ year-old entrepreneurial company with 500+ employees across five locations and 20 brands. ScribePT has all of the resources of an established company, with the speed and innovation of a start-up. Our company has created a respectful and team-oriented environment with no egos, a focus on challenging work, and a hopeful attitude. Civicom was a “Buy Forward” pioneer that gives 5-10% of profits to its own unique charity.

THE ROLE:

Working directly with the Head of Product and Director of Operations, you will be an early member of the Customer Success team, and be solely focused on owning small to medium accounts. As a CSM, you will have the opportunity to shape the role, the product, internal processes, and have an immediate impact on Day 1. You will work directly with customers and be responsible for maintaining account health. You will be the customer voice to the product and sales teams. Your objective will be to empower customers to achieve their business goals through adoption of ScribePT. Our team is highly customer service focused, and takes a high touch approach to the customer experience. Duties will include:

• Become a ScribePT expert so you can answer customer questions and ensure customers have the best experience possible.
• Be the main contact for all small to medium sized accounts in the onboarding and ongoing success phases of the customer lifecycle - we take a high-touch approach to customer questions, training, issue and ticket resolution, etc. A customer should feel like they have a go-to, very responsive, main contact at ScribePT for anything they need.
• Be the primary link to ensure a smooth transition from sales to customers success including customer account setup, onboarding, and training.
• Quarterback scheduled and impromptu customer check-in calls to ensure customer satisfaction / conversion and address customer issues.
• Ensure free trial customers convert to paid customers.
• Provide prompt proactive and reactive ongoing customer success post-sale / free-trial conversion.
• Operating as an advocate for our customers, you will collect feedback to share with the product and sales teams that will help shape the future development roadmap.
• You may also be asked to attend sales events or on-site customer visits with the team, where you’ll be able to engage in person with customers and prospects. Travel may be required up to 25%-50% of the time.

We understand that every candidate may not possess each requirement above. If you are unsure whether you may be a fit, we still encourage you to apply. Excited to chat with you!

Job Type: Full-time

Benefits:

• Health insurance

Schedule:

• Monday to Friday

Work Location: Remote