Customer Success Manager, Mid-Market
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Job Description
Customer Success Manager onboarding Enterprise customers using Scribe's Workflow AI platform. Driving adoption, expansion, and renewal efforts across diverse industries and geographies.
Responsibilities:
- Act as a primary point of contact for Enterprise customers using Scribe across a variety of geographies, industries and use cases.
- Successfully onboard new customers to Scribe by supporting account setup, planning and enablement that is tailored to their business needs.
- Draw on your product expertise to advise customers on best practices and facilitate the most effective use of Scribe.
- Identify signals and craft necessary interventions to ensure strong adoption of Scribe and progress towards the customer’s goals, leveraging both tailored and scaled approaches.
- Assess activity data and calculate and communicate ROI to customers based on real business results.
- Engage directly with Scribe champions to drive adoption and uncover expansion opportunities within their organizations.
- Manage contract renewals to maintain best-in-class customer and revenue retention, and provide a seamless customer experience.
- Partner closely with Account Executives to execute against growth opportunities within your portfolio.
- Collaborate with Scribe Product, Marketing, and Support team members across initiatives to surface relevant customer insights and feedback.
- Spearhead strategic projects to continuously improve key metrics: adoption, retention, and expansion.
Requirements:
- 3-6 years of relevant work experience, interest in building new skills and continued career growth at a fast-paced start-up.
- Ability to manage a high-touch book of business from onboarding through renewals
- Experience in customer success, account management for a SaaS solution. (Strongly preferred: CS experience owning subscription renewals and expansion targets.)
- Engaging presentation skills, understanding of business challenges, and ability to connect with and influence others.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences with poise and professionalism
- 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 wear many hats and grow with our company.
Benefits:
- Some of the nicest and smartest teammates you’ll ever work with
- Competitive salaries
- Comprehensive healthcare benefits
- Equity in a hypergrowth startup
- Flexible PTO
- 401k
- Parental Leave
- Commuter Benefits (SF office employees)
- WFH Stipend
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