Customer Success Manager, Enterprise

Mosaic.tech; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Flexible paid time off

401(k)

Paid parental leave

Commuter benefits

Home office stipend

Job summary

Scribe is seeking an Enterprise Customer Success leader who will own a portfolio of large accounts with 10,000+ employees, partnering with executives to drive adoption, expand usage across units, and deliver measurable renewal outcomes.

You will build trust at the C‑suite, design rollout programs, lead QBRs/EBRs, and collaborate with Expansion AEs to drive growth. This full‑time, remote role includes equity and opportunities to shape the enterprise motion.

Qualifications

• Has 6+ years in Enterprise Customer Success at a SaaS or AI company with measurable impact
• Owns full customer lifecycle from implementation to renewal for large accounts
• Fluent in technical workflow discussions with power users and ROI conversations with executives

Responsibilities

• Own a portfolio of Enterprise and Strategic accounts end‑to‑end with retention and net revenue expansion
• Design and run tailored rollout and enablement programs for large organizations
• Lead QBRs/EBRs and surface expansion opportunities tied to executive metrics
• Build multi‑thread relationships across end users, champions, and executive sponsors
• Partner with Expansion AEs to define growth strategies and smooth hand‑offs
• Provide customer insights to influence roadmap and scale Enterprise motions

Skills

Enterprise CS

Executive stakeholder communication

Job description

About Scribe

Scribe is where exceptional people come to do the best work of their careers. Our Workflow AI platform automatically captures and optimizes how work gets done — 94% of the Fortune 500 use it, and 45% are paying customers. We hit $100M ARR in May 2026 and have grown to over 5 million daily active users across 600,000 businesses. We’re Series C and valued at $1.3 billion. We’re builders who hold a high bar, move fast, and care deeply about each other and our customers.

About the Role

Scribe’s Enterprise customers are some of the world’s most recognized organizations, and this role owns their success. You’ll carry a portfolio of accounts with 10,000-plus employees, partnering with executive stakeholders to drive adoption, expand usage across business units, and deliver the kind of measurable outcomes that make renewals straightforward. It’s a strategic, high‑ownership role for someone who builds trust at the C‑suite and rolls up their sleeves to make things work at the ground level.

What You’ll Do

• 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 to the business — flagging product gaps, influencing the roadmap, and contributing to the playbooks and enablement programs that scale the Enterprise motion

What We’re Looking For

• 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

Nice to Have

• 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

This role is not for you if

• Navigating matrixed organizations with stakeholders at every level sounds exhausting rather than interesting
• You do your best work executing a defined playbook rather than building and refining one
• You prefer a reactive, inbound‑driven approach to account management over proactive, relationship‑led ownership

Location

Fully remote. Open to candidates anywhere in the U.S.

Compensation

Salary varies by location. All full‑time employees receive equity in Scribe. Final offers depend on experience and scope.

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

Scribe TA 2026