[Remote] Manager, Customer Success at Scribe

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

2+ years managing a Customer Success team in a fast-paced SaaS environment, ideally PLG (product-led growth)
Proven experience coaching and developing talent - passionate about helping others succeed
Proven ability to provide strategic recommendations that drive customer adoption and retention - thrives in customer engagements and models top-notch customer-facing skills
Proven ability to manage escalated customer situations and build trust - comfortable with challenging conversations
Strong communicator who can inspire, challenge, and motivate a team while providing clear, actionable feedback
Data-driven mindset - uses insights to guide team, forecast renewals, and improve processes
Collaborative partner who builds trust across teams and departments
Thrives in ambiguity - energized by testing, iterating, and building from scratch
Lives permanently within the United States

Responsibilities

Lead, coach, and develop a team of 8-10 talented mid-market Customer Success Managers - reinforcing a company culture of growth, accountability, and excellence
Advise team in crafting account strategies that drive health and maximize NRR outcomes
Develop playbooks and templates that scale best practices for onboarding, adoption, renewals, and expansion
Serve as a point of escalation for customer challenges - resolving issues with empathy, urgency, and a bias for solutions
Operationalize success, using data to inform performance management, identify trends, and drive continuous improvement
Collaborate cross-functionally with Sales, Product, Marketing, and Support to improve the end-to-end customer journey
Drive continued growth through interviewing and onboarding new team members

Skills

Customer Success

Team Leadership

Coaching

Account Strategy

NRR

Onboarding

Renewals

Expansion

Playbooks

Data Analysis

Cross-functional Collaboration

Performance Management

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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