Note: The job is a remote job and is open to candidates in USA. Scribe is a leading Workflow AI platform used by 94% of the Fortune 500, and they are seeking a Senior Customer Success Manager for their Enterprise customers. This role is responsible for managing a portfolio of large accounts, driving adoption, and ensuring measurable outcomes that lead to renewals.
Responsibilities
- Own a portfolio of Enterprise and Strategic accounts end-to-end — from onboarding through renewal — with full accountability for retention and net revenue expansion
- Design and run tailored rollout and enablement programs that get large organizations to value fast and build internal momentum for broader adoption
- Lead QBRs and EBRs that connect Scribe's impact to the metrics executives care about, and use those conversations to surface expansion opportunities
- Multithread within accounts, building relationships across end users, champions, and executive sponsors to widen Scribe's footprint across departments and business units
- Partner with Expansion AEs to define and execute account growth strategies, coordinating hand-offs and identifying new use cases with precision
- Bring customer insight back into the business — flagging product gaps, influencing the roadmap, and contributing to the playbooks and enablement programs that scale the Enterprise motion
Skills
- Has 6 or more years in Enterprise Customer Success at a SaaS or AI company, with a track record of measurable impact on adoption, NRR, or customer satisfaction
- Has owned the full customer lifecycle — implementation through renewal — for large, complex accounts and can speak specifically to what moved the needle
- Equally fluent in a technical workflow conversation with a power user and an ROI conversation with a VP or C-suite sponsor
- Uses data to build value narratives, identify risk early, and influence decisions at the executive level
- Builds process from scratch when there isn't one, and iterates fast when the first version doesn't hold
- Comfortable with up to 25% travel and knows how to make in-person time count
- Direct experience with Fortune 500 or global enterprise accounts at a high-growth SaaS company
- Prior ownership of expansion and renewal metrics including NRR and GRR
- Experience in a product-led growth environment where usage data drives the CS motion
- Background in consulting or change management on large-scale transformation projects
Benefits
- 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
- All full-time employees receive equity in Scribe
Company Overview