[Remote] Customer Success Manager, Enterprise at Scribe

New York, New York, United States

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

Passionate about helping large organizations transform how work gets documented and shared through Scribe
Managed the full Enterprise customer lifecycle—from onboarding to renewal—with measurable lifts in adoption, NRR, or customer satisfaction
Comfortable diving into technical SaaS workflows and leading C-suite business discussions about outcomes and ROI
Data-driven, using insights to identify opportunities, tell compelling value stories, and influence executive decisions
Proactive and entrepreneurial, with a bias toward action, ownership, and high-velocity execution; able to work with stakeholders at all levels
Consultative and strategic mindset, balancing empathy for the customer with accountability for results
Energized by ambiguity and experienced in building scalable processes in a fast-growing, high-performing environment
Knows when it’s most effective to collaborate in person with key stakeholders and how to drive an effective in-person meeting
Nice-to-Haves
Experience supporting Fortune 500 or global enterprise accounts at a high-growth SaaS company
Previous ownership of expansion and renewal metrics (NRR, GRR)
Experience with a PLG sales motion
Prior consulting or change management experience with large transformation projects

Responsibilities

Own a portfolio of Scribe’s largest Enterprise and Strategic customers (10K+ employees) across diverse industries and geographies, ensuring world-class engagement, adoption, and retention
Drive adoption and expansion by identifying new use cases, teams, and business units that can benefit from Scribe, and proactively leading executive alignment to grow value realization
Onboard and enable new customers by designing tailored rollout and training programs that drive early success and accelerate time-to-value
Serve as a strategic advisor and trusted partner to executive sponsors and program leads, connecting Scribe’s capabilities to their organizational goals and KPIs
Lead QBRs and EBRs that communicate business outcomes, adoption metrics, and ROI, influencing renewals and multi-year expansion
Collaborate cross-functionally with Product, Support, and Marketing team members to surface customer insights, champion feature enhancements, and evolve the Enterprise experience
Manage complex renewals and upsells with precision, balancing customer advocacy and business goals to achieve best-in-class retention and revenue growth
Partner with Expansion Account Executives to define and execute account growth strategies, ensuring seamless coordination between Customer Success and Sales to maximize customer value and identify new use cases for Scribe
Spearhead customer-led initiatives—such as success playbooks, enablement programs, and reference stories—that scale Scribe’s impact across the Enterprise ecosystem

Skills

Key technologies and capabilities for this role

Customer SuccessEnterprise AccountsAdoptionExpansionRenewalsQBRsEBRsExecutive AlignmentOnboardingROI AnalysisCross-functional CollaborationUpsells

Questions & Answers

Common questions about this position

Is this Customer Success Manager role remote?

Yes, this is a fully remote position.

What skills and experience make someone a great fit for this role?

Ideal candidates have managed the full Enterprise customer lifecycle from onboarding to renewal with measurable lifts in adoption, NRR, or customer satisfaction; are comfortable with technical SaaS workflows and C-suite discussions on outcomes and ROI; are data-driven; and proactive with an entrepreneurial bias.

What is the salary or compensation for this position?

This information is not specified in the job description.

What does the team collaboration look like in this role?

You'll collaborate cross-functionally with Product, Support, and Marketing team members to surface customer insights, champion feature enhancements, and evolve the Enterprise experience, while partnering with Expansion Account Executives on growth strategies.

What qualities or experience will make my application stand out?

Highlight your passion for helping large organizations transform work documentation, proven track record managing Enterprise customer lifecycles with measurable results in adoption and NRR, and ability to handle both technical SaaS details and executive ROI discussions.

Scribe

AI-powered platform for creating guides

About Scribe

ScribeHow provides a platform for creating how-to guides and training documents using artificial intelligence. The platform automatically generates step-by-step guides for any web or desktop process, which helps businesses save time and resources by eliminating the need for manual documentation. It also features automatic redaction of sensitive information from screenshots to ensure compliance with data protection regulations. ScribeHow operates on a freemium model, allowing users to access a free version with the option to upgrade for more features. This approach attracts a diverse range of customers, from small businesses to large corporations. The user-friendly interface has been recognized for simplifying the guide creation process, contributing to the growth of businesses that use it.

San Francisco, CaliforniaHeadquarters

2019Year Founded

$53.5MTotal Funding

SERIES_BCompany Stage

Enterprise Software, Cybersecurity, AI & Machine LearningIndustries

201-500Employees

Benefits

Health Insurance

401(k) Retirement Plan

Unlimited Paid Time Off

Parental Leave

Remote Work Options

Home Office Stipend

Risks

Competition from Google and Microsoft could overshadow Scribe's AI offerings.

Rapid revenue growth may lead to operational challenges if not managed properly.

The freemium model poses financial risks if conversion rates to paid plans are low.

Differentiation

Scribe uses AI to automate step-by-step guide creation, saving time and resources.

The platform's automatic redaction feature ensures compliance with data protection regulations.

Scribe's freemium model attracts a broad range of customers, from small to large businesses.

Upsides

Scribe's revenue grew 400% last year, indicating strong market demand.

The rise of remote work increases demand for Scribe's asynchronous documentation capabilities.

Scribe's integration with tools like Asana and Trello enhances its utility for project management.

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