Customer Success Manager, Enterprise

Scribe

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Customer Success Manager (Enterprise) at Scribe, you will own relationships with the company’s largest and most strategic customers—global organizations transforming how their teams work—driving measurable business impact by leading customers through adoption, expansion, and renewal of Scribe’s solutions, ensuring they realize and expand the full value of the platform at scale.
• You will 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 by serving as a strategic advisor to executive sponsors, leading QBRs and EBRs that communicate business outcomes and ROI, and collaborating cross-functionally with Product, Support, and Marketing to surface insights and champion feature enhancements.
• Your day-to-day will include onboarding and enabling new customers through tailored rollout and training programs, identifying new use cases and business units for expansion, multithreading within accounts to build awareness and generate Customer Success Qualified Leads, managing complex renewals and upsells with precision, and partnering with Expansion Account Executives to define and execute account growth strategies that maximize customer value.
• You will spearhead customer-led initiatives such as success playbooks, enablement programs, and reference stories that scale Scribe’s impact across the Enterprise ecosystem, while using data-driven insights to tell compelling value stories, influence executive decisions, and balance empathy with accountability in a fast-growing, high-performing environment.
• Scribe is a fast-growing, mission-driven company where over 94% of the Fortune 500 use its Workflow AI platform to document and scale how work gets done; joining means working alongside exceptional teammates in a culture that values accelerating impact, raising the bar, making users heroes, clear communication, rapid learning, and one team, one dream—all while contributing to a product used by over 5 million users across 600,000 businesses worldwide.
• In this role, you will develop deep expertise in enterprise SaaS customer success, executive stakeholder management, ROI-driven storytelling, and scalable process building in ambiguous environments, positioning yourself as a trusted advisor capable of driving multi-year expansion and influencing product strategy through direct customer insights.

🎯 Requirements

• 6+ years of Customer Success Experience (Enterprise) in related SaaS
• Proven ability to manage the full Enterprise customer lifecycle: implementation, onboarding to renewal, with measurable lifts in adoption, NRR, or customer satisfaction
• Comfortable diving into technical SaaS workflows and leading VP and C-suite business discussions about business outcomes and ROI
• Data-driven mindset using insights to identify opportunities, tell compelling value stories, and influence executive decisions
• Consultative and strategic mindset balancing empathy for the customer with accountability for results
• Energized by ambiguity and experienced in building scalable processes in fast-growing, high-performing environments

🏖️ Benefits

• Incredible teammates: Work alongside some of the nicest and smartest people you’ll ever meet
• Competitive pay and meaningful equity
• Comprehensive health, dental, and vision coverage for you and your dependents
• Flexible paid time off + company holidays
• 401(k) plan
• Paid parental leave
• Commuter and remote work benefits
• Home office stipend
• Team bonding and offsite opportunities

Skills & Technologies

Remote

$120k-165k

Degree Required

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Scribe

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About Scribe

ScribeHow.com is the fastest way to turn any process into a step-by-step visual guide. Our AI screen recorder watches your workflow, auto-writes crystal-clear instructions, adds annotated screenshots, and publishes a branded, shareable how-to in minutes. Replace endless Zoom walk-throughs, stale PDFs, and ticket backlogs with living docs that customers, teammates, and new hires can replay, search, and translate instantly. Built for SaaS onboarding, SOPs, support, and training, ScribeHow slashes ramp-up time, cuts support volume, and keeps knowledge always up to date so teams scale without slowing down.

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