Customer Success Specialist, SMB

Scribe•San Francisco, CA

23h•$70,000 - $80,000•Hybrid

About The Position

As an SMB Customer Success Specialist at Scribe, you’ll operate in a dynamic pooled model supporting companies with fewer than 1,500 employees and under $18K in Scribe spend. Rather than owning a fixed book of business, you’ll context switch across accounts and lifecycle stages, onboarding a new customer in the morning, supporting a renewal in the afternoon, and identifying expansion signals before the day ends. You’ll work out of a shared Success inbox to ensure customers get fast, thoughtful support. Your responsibilities will span onboarding, renewal management, proactive risk identification, and expansion qualification. In parallel, you’ll help scale our one-to-many enablement efforts, including webinar programs that serve our broader Enterprise customer base. This role sits at the intersection of execution and experimentation. You’ll help iterate on onboarding flows, reduce manual work in renewal and risk processes, and test more strategic and personalized approaches within a scaled model. You’ll also be expected to embrace AI tools like ChatGPT and Copilot to increase efficiency and continuously improve how we serve customers. You’ll partner closely with the broader CS team and collaborate cross-functionally to ensure our SMB customers see fast time-to-value and long-term success with Scribe.

Requirements

You have 6 months to 2 years of experience in Customer Success (or a closely related, customer-facing role) and a track record of high performance.
You thrive in fast-paced environments and can confidently context switch across hundreds of accounts without losing attention to detail.
You’re equally comfortable running one-to-one customer engagements and presenting to larger webinar audiences.
You bring a strategic mindset to one-to-many campaigns, thinking beyond the immediate request to unlock broader impact and patterns across accounts
You’re detail-oriented and organized, able to track risk signals, manage account follow-ups, and identify growth opportunities across accounts.
You adapt quickly to ambiguity, actively seek feedback, and are highly coachable.
You enjoy experimenting with new tools, especially AI-powered workflows, to increase efficiency and improve customer outcomes.
You’re motivated by team goals and shared OKRs, while also driving individual impact through CQL and play-based targets.

Responsibilities

Onboarding new customers
Supporting renewals
Identifying expansion signals
Renewal management
Proactive risk identification
Expansion qualification
Scale one-to-many enablement efforts, including webinar programs
Iterate on onboarding flows
Reduce manual work in renewal and risk processes
Test more strategic and personalized approaches within a scaled model
Embrace AI tools like ChatGPT and Copilot to increase efficiency and continuously improve how we serve customers
Partner closely with the broader CS team and collaborate cross-functionally to ensure our SMB customers see fast time-to-value and long-term success with Scribe.