Customer Success Specialist, SMB

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 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. You’ll learn the craft of Customer Success from the ground up, work directly with customers, and help build the AI-powered playbooks that let a small team support thousands of accounts at once. If you’re a new grad looking for a launchpad, this is the role for you. 🛠️ What You'll Do - 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 🔍 What We're Looking For - Has 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 📍 Location Hybrid. Based in San Francisco. We work from the office 3 days per week. 💰 Compensation All full-time employees receive equity in Scribe. 🎁 Benefits - Health, dental, and vision insurance for you and your dependents - Flexible paid time off and company holidays - 401(k) - Paid parental leave - Daily catered lunch (SF office) - 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.