Customer Success Manager (Mid-Market)

About the position

Scribe is seeking a Customer Success Manager to join our growing Go To Market team, supporting our Enterprise customers in the Mid-Market segment. In this role, you’ll be responsible for onboarding new Enterprise customers and driving adoption throughout the customer lifecycle, culminating in seamless renewal events. You’ll also be responsible for driving expansion opportunities within existing customers by identifying new use cases and teams and successfully introducing Scribe solutions. You’ll report to the Head of Customer Success and can be based anywhere in the US or Canada.

Responsibilities

• Act as a primary point of contact for Enterprise customers 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.
• Draw on your product expertise to advise customers on best practices and facilitate the most effective use of Scribe.
• Identify signals and craft necessary interventions to ensure strong adoption of Scribe and progress towards the customer’s goals, leveraging both tailored and scaled approaches.
• Assess activity data and calculate and communicate ROI to customers based on real business results.
• Engage directly with Scribe champions to drive adoption and uncover expansion opportunities within their organizations.
• Manage contract renewals to maintain best-in-class customer and revenue retention, and provide a seamless customer experience.
• Partner closely with Account Executives to execute against growth opportunities within your portfolio.
• Collaborate with Scribe Product, Marketing, and Support team members across initiatives to surface relevant customer insights and feedback.
• Spearhead strategic projects to continuously improve key metrics: adoption, retention, and expansion.

Requirements

• 3-6 years of relevant 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. (Strongly preferred: CS experience owning subscription renewals and expansion targets.)
• 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.

Benefits

• Some of the nicest and smartest teammates you’ll ever work with
• Competitive salaries
• Comprehensive healthcare benefits
• Exciting and motivating equity
• Flexible PTO
• 401k
• Parental Leave
• Commuter Benefits (SF office employees)
• WFH Stipend