Customer Success Manager (Remote)

Job description

About us

Scribe is where exceptional people come to do the best work of their careers. More than 90% of the Fortune 500 use Scribe to automatically create step-by-step guides and streamline knowledge sharing. We’re growing fast — since our founding in 2019, we’ve grown to over 2.5 million users across 450,000 businesses. Based in San Francisco, we’ve raised $55M in funding from top-tier investors and are honored to have been named Fortune’s Next Billion Dollar Startup in 2024. 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:

• A strong sense of ownership
• Defaulting to action
• Humans over everything else
• A continuous learning and growth mindset
• High performance, high-velocity output
• A supportive, respectful and transparent work environment

About the role

Scribe is seeking a Customer Success Manager to join our growing Go To Market team, supporting our Enterprise customers. 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.

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.
• Respond to functional questions via email, leveraging existing assets/guides and contributing to our growing library of FAQs with your product expertise.
• Identify signals and craft necessary interventions to ensure strong adoption of Scribe and progress towards the customer’s goals.
• Use raw data to 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.
• Work with Ops and Finance teams to support Enterprise contracts.
• Work closely with Scribe Product, Marketing, and Support team members to surface relevant customer insights and feedback.
• Spearhead 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 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 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. (Bonus: 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.

Benefits & Perks

• Some of the nicest and smartest teammates you’ll ever work with
• Competitive salaries
• Comprehensive healthcare benefits
• Exciting and motivating equity
• Unlimited PTO
• 401k
• Parental Leave
• WFH Stipend
• Team Bonding opportunities - as a distributed team, being able to build meaningful bonds both virtually and in person is incredibly important to us! We are constantly evaluating how we accomplish this and currently, teams are given opportunities to gather in person throughout the year.

Salary range: $110-$130k OTE + 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.