Customer Success Manager, Mid-Market

Scribe is a leading company that provides a Workflow AI platform used by Fortune 500 companies. They are seeking a Customer Success Manager to support Mid-Market customers by onboarding new clients, driving adoption, and managing renewals while identifying expansion opportunities.

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