Customer Success Manager, Mid-Market

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 Mid-Market customers span industries, geographies, and use cases — and this role owns their journey from day one through renewal. You'll be the person customers rely on to get value from the product, scale adoption across their teams, and find new ways Scribe can change how their organization works. It's a relationship-driven, outcome-focused role where your impact shows up directly in retention and expansion numbers. 🛠️ What You'll Do - Own a portfolio of Mid-Market accounts across the full customer lifecycle — onboarding, adoption, expansion, and renewal — with accountability for retention and revenue growth - Design and run onboarding and enablement programs that get customers to their first meaningful outcomes quickly and build momentum for broader rollout - Identify expansion opportunities within your book by understanding how customers work and connecting unmet needs to Scribe's capabilities - Lead business reviews that tie Scribe's impact to the outcomes customers care about, and use those conversations to deepen relationships and surface new use cases - Partner with Sales, Product, Marketing, and Support to close the loop on customer feedback, flag risk early, and contribute to the processes that make the CS motion more repeatable - Build the kind of trusted advisor relationships that make renewals a formality rather than a negotiation 🔍 What We're Looking For - Has 3 to 6 years in Customer Success, Account Management, or a customer-facing SaaS role, with hands-on experience managing the full customer lifecycle - Has owned renewals and expansion opportunities and can speak to how they moved the metrics that mattered - Connects product capabilities to real business problems — comfortable translating what Scribe does into outcomes that resonate with both technical users and business stakeholders - Highly organized and able to manage a full portfolio without letting anything slip — proactive by default, not reactive - Asks good questions before jumping to answers, and brings a consultative approach to every customer interaction - Thrives in environments where the playbook is still being written and builds process rather than waiting for it 📍 Location Remote, with a requirement to be based permanently in the United States or Canada. 💰 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.