Customer Success Manager (SMB)

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:

• 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 as the first CSM exclusively supporting small and medium-sized businesses (SMBs). This role is pivotal in driving customer onboarding, adoption, expansion, and retention. In this role you’ll help implement an engagement motion to help small businesses get the most out of Scribe, drawing on best practices you’ve seen before and learnings you’ll gain by experimenting with new approaches. As a pioneer in this role, you'll play a significant part in shaping the ideal engagement model and scaling the team.

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 small and medium-sized business customers (SMBs) using Scribe across a variety of geographies, industries and use cases.
• Own and optimize key metrics for the SMB segment, including onboarding, adoption, expansion and retention rates.
• As the first in the role, play a large part in defining the ideal engagement motion and growing the team.
• Leverage data and automation tools to streamline customer interactions and improve efficiency.
• Define and develop critical assets and playbooks to support the engagement motion.
• Develop and implement best practices and conduct experiments to uncover innovative approaches.
• Collaborate with cross-functional teams (Support, Marketing, Billing, Ops, and Product) to enhance the overall customer experience.
• Ruthlessly focus on accelerating the impact you and teammates can have in supporting SMB customers.

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 love talking with customers and users of Scribe - the more the better!
• You’re constantly optimizing existing approaches, and looking to see how you can make an even bigger impact with a given set of resources.
• 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 comfortable analyzing large data sets to draw meaningful insights.
• 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

• 2-5 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 a portfolio of 250+ accounts.)
• Familiarity with typical tools and approaches used to deliver customer success at scale.
• Strong communication and interpersonal skills, with the ability to distill important information into compelling, pithy outreach.
• 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 leave your mark 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
• Commuter/Remote benefits
• 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: $70k-$115k ($90-$130k OTE in NYC/SF/Seattle) + 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.