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Customer Success Manager, Enterprise

Scribe· Customer Success
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RemoteFull-timePosted 10mo ago

About the role

Enterprise-focused Customer Success Manager responsible for a portfolio of large-scale Scribe customers, driving adoption, expansion, and renewals with executive-level influence and multi-stakeholder engagement.

Responsibilities

  • 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

Qualifications

  • 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

Skills

Required:Enterprise Customer SuccessLifecycle managementExecutive stakeholder managementData-driven storytelling
Nice to have:Change management / process design

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
Last updated Oct 14, 2026. Interested? Apply on the company site.

About Scribe

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