Customer Success Manager, Mid-Market

scribehow.com; United States; On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Health insurance

401(k)

Paid time off

Parental leave

Commuter benefits

Home office stipend

Job summary

Scribe is seeking a Mid‑Market Customer Success professional to own the customer journey from onboarding through renewal. You will ensure customers realize value, scale adoption across their teams, and uncover expansion opportunities for sustainable growth.

In this role you’ll collaborate with Sales, Product, Marketing and Support to drive outcomes, build trusted relationships, and help define scalable CS processes. Remote in the United States or Canada with equity included.

Qualifications

• 3–6 years in Customer Success, Account Management, or a customer-facing SaaS role.
• Owned renewals and expansion opportunities and moved relevant metrics.
• Able to translate product capabilities to business outcomes for both technical and business stakeholders.
• Highly organized and able to manage a full portfolio without letting items slip.
• Adopts a consultative approach to every customer interaction.
• Sits well in evolving playbooks and helps build processes.

Responsibilities

• Own a portfolio of Mid-Market accounts across onboarding, adoption, expansion and renewal, driving retention and revenue growth.
• Design and run onboarding and enablement programs to achieve first meaningful outcomes quickly and build momentum.
• Identify expansion opportunities within your book by mapping needs to Scribe's capabilities.
• Lead business reviews showing impact to outcomes the customer cares about to deepen relationships.
• Partner with Sales, Product, Marketing, and Support to close feedback loops and make CS motion repeatable.
• Develop trusted-advisor relationships that make renewals a formality, not a negotiation.

Skills

Customer Success

Account Management

SaaS

Job description

About Scribe

Scribe is where exceptional people come to do the best work of their careers. More than 94% of the Fortune 500 useScribe to own their specialized intelligence: the unique way their teams work, decide, and get things done. Our Specialized Intelligence platform automatically captures how work happens and turns it into a living asset that helps people and AI agents do their best work. We're growing fast, since our founding in 2019, we've grown to 7 million users across 600,000 businesses. Based in San Francisco, we've been named a LinkedIn Top Startup, are valued at over $1 billion, and are backed by leading investors. Join us in our mission to transform how people do work.

About the Role

Scribe's Mid-Market customers span industries, geographies, and use cases — and this role owns their journey from day one through renewal. You'll be the person customers rely on to get value from the product, scale adoption across their teams, and find new ways Scribe can change how their organization works. It's a relationship-driven, outcome-focused role where your impact shows up directly in retention and expansion numbers.

What You'll Do

• Own a portfolio of Mid-Market accounts across the full customer lifecycle — onboarding, adoption, expansion, and renewal — with accountability for retention and revenue growth

• Design and run onboarding and enablement programs that get customers to their first meaningful outcomes quickly and build momentum for broader rollout

• Identify expansion opportunities within your book by understanding how customers work and connecting unmet needs to Scribe's capabilities

• Lead business reviews that tie Scribe's impact to the outcomes customers care about, and use those conversations to deepen relationships and surface new use cases

• Partner with Sales, Product, Marketing, and Support to close the loop on customer feedback, flag risk early, and contribute to the processes that make the CS motion more repeatable

• Build the kind of trusted advisor relationships that make renewals a formality rather than a negotiation

What We're Looking For

• Has 3 to 6 years in Customer Success, Account Management, or a customer-facing SaaS role, with hands-on experience managing the full customer lifecycle

• Has owned renewals and expansion opportunities and can speak to how they moved the metrics that mattered

• Connects product capabilities to real business problems — comfortable translating what Scribe does into outcomes that resonate with both technical users and business stakeholders

• Highly organized and able to manage a full portfolio without letting anything slip — proactive by default, not reactive

• Asks good questions before jumping to answers, and brings a consultative approach to every customer interaction

• Thrives in environments where the playbook is still being written and builds process rather than waiting for it

Location

Remote, with a requirement to be based permanently in the United States or Canada.

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

At Scribe, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. Scribe is proud to be an Equal Opportunity Employer.