Customer Success Manager

Summary

Join Scribe, a Series B startup, as a Customer Success Manager and play a pivotal role in driving customer onboarding, adoption, expansion, and retention for small and medium-sized businesses (SMBs). You will be responsible for implementing an engagement motion to maximize customer value, collaborating with the SMB segment Team Lead to shape the ideal engagement model, and scaling the team. This role involves direct customer interaction, leveraging data and automation, developing best practices, and collaborating with cross-functional teams. The position is remote and based in the US or Canada, reporting to the Head of Customer Success. Scribe offers a supportive and collaborative work environment with opportunities for growth and development.

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
• Build and execute a scalable engagement motion that optimizes adoption, expansion and retention rates
• Lead one-to-many and one-to-one engagements with customers such as webinars, kick off calls, enablement sessions, and business reviews to ensure a seamless and valuable experience with Scribe
• 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

• Competitive salaries
• Comprehensive healthcare benefits
• Exciting and motivating equity
• Flexible PTO
• 401k
• Parental Leave
• Commuter Benefits (SF office employees)
• WFH Stipend