Senior Customer Success Manager, EnterpriseAbout the RoleScribe'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
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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
LocationFully remote. Open to candidates anywhere in the U.S.
CompensationSalary varies by location. All full-time employees receive equity in Scribe. Final offers depend on experience and scope.
Benefits- Health, dental, and vision insurance for you and your dependents
- Flexible paid time off and company holidays
- 401(k)
- Paid parental leave
- Commuter benefits
- Home office stipend
