Customer Success Manager, Enterprise

About the Company

Scribe is a Workflow AI platform that automatically captures and optimizes how work gets done. Used by 94% of the Fortune 500, Scribe helps businesses scale efficiency through automated documentation and process optimization.

Responsibilities

• Own a portfolio of Enterprise and Strategic accounts end-to-end, from onboarding through renewal
• Design and run tailored rollout and enablement programs to drive adoption in large organizations
• Lead QBRs and EBRs to connect platform impact to executive-level metrics
• Multithread within accounts to build relationships across end users, champions, and executive sponsors
• Partner with Expansion AEs to define and execute account growth strategies
• Provide customer insights to influence the product roadmap and scale Enterprise playbooks

Requirements

• 6+ years in Enterprise Customer Success at a SaaS or AI company
• Proven track record of impact on adoption, NRR, or customer satisfaction
• Experience managing the full customer lifecycle for large, complex accounts
• Ability to conduct both technical workflow and ROI-focused executive conversations
• Data-driven approach to building value narratives and identifying risk
• Ability to build and iterate on processes from scratch
• Willingness to travel up to 25%

Preferred Qualifications

• Direct experience with Fortune 500 or global enterprise accounts
• Prior ownership of expansion and renewal metrics (NRR and GRR)
• Experience in a product-led growth (PLG) environment
• Background in consulting or change management for large-scale transformations

Benefits

• Health, dental, and vision insurance for employees and dependents
• Flexible paid time off and company holidays
• 401(k)
• Paid parental leave
• Commuter benefits
• Home office stipend