Customer Success Manager, Enterprise

Scribe

5d•$165,000 - $185,000•Remote

About The Position

Scribe's Enterprise customers are some of the world's most recognized organizations, and this role owns their success. You'll carry a portfolio of accounts with 10,000-plus employees, partnering with executive stakeholders to drive adoption, expand usage across business units, and deliver the kind of measurable outcomes that make renewals straightforward. It's a strategic, high-ownership role for someone who builds trust at the C-suite and rolls up their sleeves to make things work at the ground level.

Requirements

Has 6 or more years in Enterprise Customer Success at a SaaS or AI company, with a track record of measurable impact on adoption, NRR, or customer satisfaction
Has owned the full customer lifecycle — implementation through renewal — for large, complex accounts and can speak specifically to what moved the needle
Equally fluent in a technical workflow conversation with a power user and an ROI conversation with a VP or C-suite sponsor
Uses data to build value narratives, identify risk early, and influence decisions at the executive level
Builds process from scratch when there isn't one, and iterates fast when the first version doesn't hold
Comfortable with up to 25% travel and knows how to make in-person time count

Nice To Haves

Direct experience with Fortune 500 or global enterprise accounts at a high-growth SaaS company
Prior ownership of expansion and renewal metrics including NRR and GRR
Experience in a product-led growth environment where usage data drives the CS motion
Background in consulting or change management on large-scale transformation projects

Responsibilities

Own a portfolio of Enterprise and Strategic accounts end-to-end — from onboarding through renewal — with full accountability for retention and net revenue expansion
Design and run tailored rollout and enablement programs that get large organizations to value fast and build internal momentum for broader adoption
Lead QBRs and EBRs that connect Scribe's impact to the metrics executives care about, and use those conversations to surface expansion opportunities
Multithread within accounts, building relationships across end users, champions, and executive sponsors to widen Scribe's footprint across departments and business units
Partner with Expansion AEs to define and execute account growth strategies, coordinating hand-offs and identifying new use cases with precision
Bring customer insight back into the business — flagging product gaps, influencing the roadmap, and contributing to the playbooks and enablement programs that scale the Enterprise motion