Enterprise Customer Success Manager

Summary

Join Scribe, a Series B startup, as a Customer Success Manager and contribute to our mission of unleashing the world’s know-how. You will be responsible for onboarding enterprise customers, driving adoption, and managing renewals. This role involves working with key stakeholders, identifying expansion opportunities, and communicating ROI. Based anywhere in the US or Canada, you will report to the Head of Customer Success. The ideal candidate is passionate about customer success, possesses strong technical and business acumen, and excels in communication and problem-solving. Scribe offers a supportive and collaborative work environment with competitive benefits.

Requirements

• 5-8 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
• 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

Responsibilities

• Act as a primary point of contact for Enterprise & Strategic customers (companies with >10,000 Employees) 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
• Leverage your product expertise to provide functional guidance and solutions for complex and unique business requirements
• Maintain regular engagement with key customer stakeholders and program managers to ensure strong adoption of Scribe and progress towards the customer’s goals
• Engage directly with Scribe champions to drive adoption and uncover expansion opportunities within their organizations
• Proactively pursue opportunities to expand the value and use of Scribe within Enterprise & Strategic organizations
• Use raw data to calculate and communicate ROI to customers based on real business results
• Partner with Exec-level stakeholders to align business goals and communicate value from Scribe solutions
• 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

Preferred Qualifications

• 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 are at home discussing business priorities with Executive-level leaders in F500 organizations
• 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
• CS experience owning subscription renewals and expansion targets

Benefits

• 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