Customer Success Specialist, SMB

Scribe is a fast-growing company that supports high-growth customers through its SMB Customer Success team. The Customer Success Specialist will manage onboarding, renewal management, proactive risk identification, and expansion qualification, while also scaling enablement efforts and collaborating with the broader team to ensure customer success.

Responsibilities

• Support ~1,200 high-growth customers in a fast-paced, pooled model
• Drive seamless onboarding, proactive risk management, thoughtful renewals, and expansion opportunities across a broad customer base
• Context switch across accounts and lifecycle stages, onboarding a new customer in the morning, supporting a renewal in the afternoon, and identifying expansion signals before the day ends
• Work out of a shared Success inbox to ensure customers get fast, thoughtful support
• Help scale one-to-many enablement efforts, including webinar programs that serve the broader Enterprise customer base
• Help iterate on onboarding flows, reduce manual work in renewal and risk processes, and test more strategic and personalized approaches within a scaled model
• Embrace AI tools like ChatGPT and Copilot to increase efficiency and continuously improve how we serve customers
• Partner closely with the broader CS team and collaborate cross-functionally

Skills

• 6 months to 2 years of experience in Customer Success (or a closely related, customer-facing role)
• A track record of high performance
• Ability to thrive in fast-paced environments
• Ability to confidently context switch across hundreds of accounts without losing attention to detail
• Comfortable running one-to-one customer engagements and presenting to larger webinar audiences
• Strategic mindset to one-to-many campaigns, thinking beyond the immediate request to unlock broader impact and patterns across accounts
• Detail-oriented and organized, able to track risk signals, manage account follow-ups, and identify growth opportunities across accounts
• Ability to adapt quickly to ambiguity, actively seek feedback, and be highly coachable
• Enjoy experimenting with new tools, especially AI-powered workflows, to increase efficiency and improve customer outcomes
• Motivated by team goals and shared OKRs, while also driving individual impact through CQL and play-based targets

Benefits

• Incredible teammates
• Ownership mindset (equity for all employees)
• Health, dental, and vision insurance
• Flexible paid time off and company holidays
• 401(k) retirement plan
• Paid parental leave
• Daily catered lunches (SF-based roles)
• Commuter benefits
• Home office stipend

Company Overview