Customer Success Manager, Mid-Market

Summary

Scribe provides a Specialized Intelligence platform that captures how work happens and turns it into a living asset for people and AI agents. The Customer Success Manager will manage Mid-Market customers throughout onboarding, adoption, expansion, and renewal, driving retention, revenue growth, and product adoption. The role also involves leading business reviews, identifying expansion opportunities, and collaborating cross-functionally to improve customer success processes.

Responsibilities

• 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

Skills

• 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
• Remote, with a requirement to be based permanently in the United States or Canada

Qualifications

Must Haves

• 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
• Remote, with a requirement to be based permanently in the United States or Canada

Benefits

• All full-time employees receive equity in Scribe
• 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
• Remote work, with a requirement to be based permanently in the United States or Canada