Customer Success Specialist, SMB

Scribe is a fast-growing company that provides a Workflow AI platform used by over 5 million users across 600,000 businesses. They are seeking an SMB Customer Success Specialist to support high-growth customers by driving onboarding, renewal management, and expansion opportunities while leveraging AI tools to enhance efficiency and customer satisfaction.

Responsibilities:

• Support ~1,200 high-growth customers in a fast-paced, pooled model
• Drive seamless onboarding
• Proactive risk management
• Thoughtful renewals
• Expansion opportunities across a broad customer base
• Help evolve our plays
• Automate manual workflows
• Power one-to-many programs that elevate thousands of users at once
• Context switch across accounts and lifecycle stages
• Onboarding a new customer in the morning
• Supporting a renewal in the afternoon
• Identifying expansion signals before the day ends
• Work out of a shared Success inbox to ensure customers get fast, thoughtful support
• Span onboarding, renewal management, proactive risk identification, and expansion qualification
• Help scale our one-to-many enablement efforts, including webinar programs that serve our broader Enterprise customer base
• Iterate on onboarding flows
• Reduce manual work in renewal and risk processes
• Test more strategic and personalized approaches within a scaled model
• Embrace AI tools like ChatGPT and Copilot to increase efficiency and continuously improve how we serve customers
• Partner closely with the broader CS team and collaborate cross-functionally to ensure our SMB customers see fast time-to-value and long-term success with Scribe