Customer Success Manager, Enterprise

Job description

About Scribe Scribe is where exceptional people come to do the best work of their careers. More than 94% of the Fortune 500 use Scribe to own their specialized intelligence: the unique way their teams work, decide, and get things done. Our Specialized Intelligence platform automatically captures how work happens and turns it into a living asset that helps people and AI agents do their best work. We're growing fast, since our founding in 2019, we've grown to 7 million users across 600,000 businesses. Based in San Francisco, we've been named a LinkedIn Top Startup, are valued at over $1 billion, and are backed by leading investors. Join us in our mission to transform how people do work. 📌 About the Role 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. 🛠️ What You'll Do - 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 🔍 What We're Looking For - 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 Have - 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 🚫 This role is not for you if - Navigating matrixed organizations with stakeholders at every level sounds exhausting rather than interesting - You do your best work executing a defined playbook rather than building and refining one - You prefer a reactive, inbound-driven approach to account management over proactive, relationship-led ownership 📍 Location Fully remote. Open to candidates anywhere in the U.S. 💰 Compensation Salary varies by location. All full-time employees receive equity in Scribe. Final offers depend on experience and scope. 🎁 Benefits - Health, dental, and vision insurance for you and your dependents - Flexible paid time off and company holidays - 401(k) - Paid parental leave - Commuter benefits - Home office stipend At Scribe, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. Scribe is proud to be an Equal Opportunity Employer. Scribe TA 2026 