Customer Success Specialist, SMB

Scribe•San Francisco, CA

2d•$85,000 - $85,000•Hybrid

About The Position

Scribe's SMB CS team supports around 1,200 high-growth customers, and this role sits at the center of that motion. You won't own a fixed book — you'll work across the full lifecycle in a pooled model, onboarding a new customer in the morning, managing a renewal in the afternoon, and catching an expansion signal before the day ends. It's a role for someone who can hold a lot of context at once, move fast without losing detail, and genuinely enjoys finding ways to make one interaction count for many.

Requirements

6 months to 2 years in Customer Success or a customer-facing role, with a track record of high performance relative to the expectations of that environment
Can context-switch across hundreds of accounts without losing the thread — organized, detail-oriented, and proactive about follow-through
Comfortable presenting to a live webinar audience and running one-to-one customer conversations with equal confidence
Brings a pattern-recognition mindset to scaled programs — looks across accounts for signals, not just at individual tickets
Actively uses AI tools to work more efficiently and is curious about where automation can do more
Coachable, feedback-seeking, and energized by team goals rather than just individual ones

Responsibilities

Work out of a shared Success inbox to deliver fast, high-quality responses to SMB customers across onboarding, risk, renewal, and expansion touchpoints
Run onboarding engagements that get customers to value quickly and set up habits that stick
Track risk signals across a broad account base and act on them before they become churn
Qualify and hand off expansion opportunities, contributing directly to CQL targets
Help run and iterate on one-to-many webinar programs that serve the broader SMB and Enterprise customer base
Experiment with AI tools including ChatGPT and Copilot to reduce manual work in renewal and risk processes and improve how the team operates at scale