Customer Success Manager, Enterprise
Scribe · United States
About Scribe
Scribe is where exceptional people come to do the best work of their careers. More than 94% of the Fortune 500 use Scribe 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 for people and AI agents.
We're growing fast. Since our founding in 2019, we've reached 7 million users across 600,000 businesses. Based in San Francisco, we're a LinkedIn Top Startup, valued at over $1B, and backed by leading investors. Join us in our mission to transform how people work.
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 into 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
Why you'll love working here
The reach of a unicorn, the headcount of a startup. We went from $1M to $100M ARR in under four years, with fewer than 200 people. That means more pie than people: scope grows with your impact. Customers like T-Mobile, LinkedIn, HubSpot, New York Life and Northern Trust run on Scribe, so what you own reaches some of the biggest names in business.
Hard problems, real impact. Capturing how work actually gets done, at scale, is the foundation AI needs, and it's hard to get right. You'll build the layer other products and agents run on, in a category we're still defining.
Smart is the floor. Kind is the bar. Low ego, high standards. We compete as a collective and love to see each other win, and One Team, One Dream is one of the most shouted-out values in #values.
Compensation & location
Fully remote. Open to candidates anywhere in the U.S. All full-time employees receive equity in Scribe. Final offers depend on experience and scope
Benefits
Healthcare Coverage – Comprehensive health, dental, and vision plans, including two $0/month medical plan options for employees
Equity – Ownership in what we're building
401(k) Plan – through Vestwell
Flex Benefit – $500/year for home office equipment, productivity tools, learning & development or fitness/wellness
Commuter Benefits – $100/month for SF based employees
PTO – Flexible paid time off and company holidays
Parental Leave – Paid leave to support growing families
Wellness & Family Support – Free Talkspace membership, One Medical access (location-dependent), and Kindbody discounts for family planning
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.