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Customer Service
Customer Success Manager
@Scribe
[Hiring] Customer Success Manager @Scribe
Mar 05, 2025 - Scribe is hiring a remote Customer Success Manager. đź’¸ Salary: $90-$115 ote + equity + benefits. đź“ŤLocation: USA, Canada.
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Role Description
Scribe is seeking a Customer Success Manager to join our growing Go To Market team supporting small and medium-sized businesses (SMBs). This role is pivotal in driving customer onboarding, adoption, expansion, and retention across a large volume of customers. In this role you’ll help implement an engagement motion to help small businesses get the most out of Scribe, drawing on best practices you’ve seen before and learnings you’ll gain by experimenting with new approaches. You'll work directly alongside the SMB segment Team Lead and play a significant part in shaping the ideal engagement model and scaling the team.
You’ll report to the Head of Customer Success and can be based anywhere in the US or Canada.
- Act as a primary point of contact for small and medium-sized business customers (SMBs) using Scribe across a variety of geographies, industries and use cases.
- Build and execute a scalable engagement motion that optimizes adoption, expansion and retention rates.
- Lead one-to-many and one-to-one engagements with customers such as webinars, kick off calls, enablement sessions, and business reviews to ensure a seamless and valuable experience with Scribe.
- Leverage data and automation tools to streamline customer interactions and improve efficiency.
- Define and develop critical assets and playbooks to support the engagement motion.
- Develop and implement best practices and conduct experiments to uncover innovative approaches.
- Collaborate with cross-functional teams (Support, Marketing, Billing, Ops, and Product) to enhance the overall customer experience.
- Ruthlessly focus on accelerating the impact you and teammates can have in supporting SMB customers.
Qualifications
- 2-5 years of work experience, interest in building new skills and continued career growth at a fast-paced start-up.
- Experience in customer-facing roles such as customer success, account management, or sales for a SaaS solution. (Bonus: CS experience owning a portfolio of 250+ accounts.)
- Familiarity with typical tools and approaches used to deliver customer success at scale.
- Strong communication and interpersonal skills, with the ability to distill important information into compelling, pithy outreach.
- Excellent organizational and time-management skills, with the ability to coordinate meetings and deliverables across a large volume of customers.
- Strong problem-solving skills, with the ability to recognize common business problems and suggest solutions.
- Passion for technology and the ability to quickly learn new SaaS software applications.
- A positive attitude and a willingness to go the extra mile for customers.
- Excited by the opportunity to leave your mark and grow with our company.
Requirements
- You are passionate about Scribe, and even more passionate about helping customers be successful using the tool.
- You describe yourself as “techno-functional” - you’ve worked with SaaS applications before and you’re an expert in not only how features work, but how they can be applied to business challenges.
- You love talking with customers and users of Scribe - the more the better!
- You’re curious and resourceful, drawn to solving the problems that may appear below the surface.
- You’re constantly optimizing existing approaches, and looking to see how you can make an even bigger impact with a given set of resources.
- You aspire to be world-class in your craft and you want to be surrounded by others who are sprinting towards that goal.
- You like putting ideas into action and measuring results.
- You’re comfortable analyzing large data sets to draw meaningful insights.
- You are organized and self-motivated to hit goals, and are not overwhelmed by aggressive targets.
- Unknowns and change inspire you, and you are excited about building processes alongside a scrappy team.
Benefits
- Some of the nicest and smartest teammates you’ll ever work with
- Competitive salaries
- Comprehensive healthcare benefits
- Exciting and motivating equity
- Flexible PTO
- 401k
- Parental Leave
- Commuter Benefits (SF office employees)
- WFH Stipend
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| đź“Ť | Be aware of the location restriction for this remote position: USA, Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
$90-$115 ote + equity + benefits
|
Remote
Location
USA, Canada
|
|
Job Type
full-time
|
Posted
Mar 05, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: USA, Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
