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Athelas · 4 months ago

Operator, Customer Success

Mountain View, CA

Full-time

Hybrid

New Grad, Entry Level

$20/hr - $30/hr

Athelas is a company focused on transforming healthcare through innovative AI solutions. They are seeking an Operator for Customer Success to support customer relationships, ensure satisfaction, and drive operational excellence by monitoring usage and addressing challenges.

BiotechnologyHealth CareLife Science

No H1B

Responsibilities

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

Qualification

Customer SuccessData AnalysisGoogle SuiteStakeholder ManagementCommunication Skills

Required

Experience with Customer Success, Operations, Consulting, or similar roles

Must have an eye for detail, be well-organized with data and communication

Strong written and verbal communication skills

Proficient computer skills (Google Suite, especially Google Sheets/Excel) and familiarity with basic data analysis (SQL), capable of learning new tech tools and platforms quickly

Track record of thriving in fast-paced, ambiguous startup environments—high agency, detail orientation, and curiosity

Comfortable managing multiple stakeholders, balancing stakeholder needs with business objectives