Customer Success Manager, Mid-Market

Scribe is a leading Workflow AI platform used by 94% of the Fortune 500, and they are seeking a Customer Success Manager for their Mid-Market accounts. This role is focused on managing the customer lifecycle, ensuring customer satisfaction, and driving retention and revenue growth through relationship-building and effective onboarding programs.

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

Requirements:

• 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