Remote Mid-Market CSM | Growth & Retention

Scribe; San Francisco (CA); On-site; USD 77,000 - 130,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Flexible paid time off and companyholi

401(k)

Paid parental leave

Commuter benefits

Home office stipend

Job summary

Scribe is hiring for a Mid-Market Customer Success Manager. You will own the customer journey from onboarding to renewal, ensuring value realization and driving revenue growth by expanding within accounts.

You will design onboarding programs, identify expansion opportunities, and lead business reviews to demonstrate impact. Collaboration with Sales, Product, Marketing, and Support will be key to building trusted advisor relationships.

Qualifications

• 3–6 years in Customer Success, Account Management, or a customer-facing SaaS role
• Has owned renewals and expansion opportunities and can speak to how they moved the metrics that mattered
• Connects product capabilities to real business problems — translate what Scribe does into outcomes for 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

Responsibilities

• 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

Skills

Customer Success

Account Management

Renewals

Expansion

Job description

Scribe is hiring for a Mid-Market Customer Success Manager. You will own the customer journey from onboarding to renewal, ensuring value realization and driving revenue growth by expanding within accounts.

You will design onboarding programs, identify expansion opportunities, and lead business reviews to demonstrate impact. Collaboration with Sales, Product, Marketing, and Support will be key to building trusted advisor relationships.