Customer Success Manager

Summary

Join Scribe, a Series B startup, as their first Customer Success Manager (CSM) focused on small and medium-sized businesses (SMBs). This pivotal role will drive customer onboarding, adoption, expansion, and retention. You will implement an engagement strategy, define the ideal engagement model, and scale the team. Based anywhere in the US or Canada, you will report to the Head of Customer Success. This is a ground-floor opportunity to shape a key function within a rapidly growing company. You will work closely with cross-functional teams and leverage data and automation to optimize customer interactions. The ideal candidate is passionate about customer success and possesses strong communication, problem-solving, and analytical skills.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

CS experience owning a portfolio of 250+ accounts

Benefits

• 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