Customer Success Manager (Mid-Market)

About us

Scribe is where exceptional people come to do the best work of their careers. We are a Series B, product-led growth startup based in San Francisco. Scribe automatically creates step-by-step guides for any process, putting an end to hours spent taking screenshots and running training sessions. We’ve helped over 3 million users in 100+ countries document and share what they know. We have raised $55M in funding from top investors and are growing our revenue, user base, and product very quickly. Come join us in our mission to unleash and uplevel the world’s know-how!

How we work

We are builders aspiring to master our crafts. We care deeply about our teammates and want to win, together. We embrace the following values:

• Accelerate impact
• Raise the bar
• Make our users heroes
• Clear is kind
• Rapid learning machine
• One team one dream

About the role

Scribe is seeking a Customer Success Manager to join our growing Go To Market team, supporting our Enterprise customers in the Mid-Market segment. In this role, you’ll be responsible for onboarding new Enterprise customers and driving adoption throughout the customer lifecycle, culminating in seamless renewal events. You’ll also be responsible for driving expansion opportunities within existing customers by identifying new use cases and teams and successfully introducing Scribe solutions. You’ll report to the Head of Customer Success and can be based anywhere in the US or Canada.

What you’ll do

• Act as a primary point of contact for Enterprise customers using Scribe across a variety of geographies, industries and use cases.
• Successfully onboard new customers to Scribe by supporting account setup, planning and enablement that is tailored to their business needs.
• Draw on your product expertise to advise customers on best practices and facilitate the most effective use of Scribe.
• Identify signals and craft necessary interventions to ensure strong adoption of Scribe and progress towards the customer’s goals, leveraging both tailored and scaled approaches.
• Assess activity data and calculate and communicate ROI to customers based on real business results.
• Engage directly with Scribe champions to drive adoption and uncover expansion opportunities within their organizations.
• Manage contract renewals to maintain best-in-class customer and revenue retention, and provide a seamless customer experience.
• Partner closely with Account Executives to execute against growth opportunities within your portfolio.
• Collaborate with Scribe Product, Marketing, and Support team members across initiatives to surface relevant customer insights and feedback.
• Spearhead strategic projects to continuously improve key metrics: adoption, retention, and expansion.

You could be a great fit if

• You are passionate about Scribe, and even more passionate about helping customers be successful using the tool.
• You describe yourself as “techno-functional” - you’ve worked with SaaS applications before and you’re an expert in not only how features work, but how they can be applied to business challenges.
• You’re curious, and always asking the question behind the question -  what is the customer really trying to solve for? How does this feature really work?
• You aspire to be world-class in your craft and you want to be surrounded by others who are sprinting towards that goal.
• You like putting ideas into action and measuring results. You’re driven to constantly improve your game.
• You are organized and self-motivated to hit goals, and are not overwhelmed by aggressive targets.
• Unknowns and change inspire you, and you are excited about building processes alongside a scrappy team.

Qualifications

• 3-6 years of relevant work experience, interest in building new skills and continued career growth at a fast-paced start-up.
• Experience in customer-facing roles such as customer success, account management, or sales for a SaaS solution. (Strongly preferred: CS experience owning subscription renewals and expansion targets.)
• Engaging presentation skills, understanding of business challenges, and ability to connect with and influence others.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Excellent organizational and time-management skills, with the ability to coordinate meetings and deliverables across a large volume of customers.
• Strong problem-solving skills, with the ability to recognize common business problems and suggest solutions.
• Passion for technology and the ability to quickly learn new SaaS software applications.
• A positive attitude and a willingness to go the extra mile for customers.
• Excited by the opportunity to wear many hats and grow with our company.

Full-Time US Employee Benefits Include

• Some of the nicest and smartest teammates you’ll ever work with
• Competitive salaries
• Comprehensive healthcare benefits
• Exciting and motivating equity
• Flexible PTO
• 401k
• Parental Leave
• Commuter Benefits (SF office employees)
• WFH Stipend

Compensation

$110k - $135k OTE (San Francisco, New York, Seattle) + equity + benefits

$95k - 115k OTE (Other US locations) + equity + benefits

Compensation will be determined based on a candidate’s level of experience and location.

At Scribe, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. Scribe is proud to be an Equal Opportunity and Affirmative Action Employer.