Customer Success Manager, Enterprise

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of Enterprise and Strategic accounts from initiation to renewal, assuming full responsibility for customer retention and net revenue growth.

• Create and implement customized rollout and enablement initiatives that accelerate value realization for large organizations and foster internal momentum for wider adoption.

• Facilitate Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) that link Scribe's impact to key metrics valued by executives, utilizing these discussions to uncover potential expansion opportunities.

• Engage with multiple stakeholders within accounts, cultivating relationships with end users, champions, and executive sponsors to extend Scribe's presence across various departments and business units.

• Collaborate with Expansion Account Executives to formulate and execute strategies for account growth, ensuring smooth transitions and accurately identifying new use cases.

• Bring customer insights back to the organization by identifying product gaps, influencing the product roadmap, and contributing to the development of playbooks and enablement programs that enhance the Enterprise strategy.

⛳️ Requirements

• Possesses 6 or more years of experience in Enterprise Customer Success within a SaaS or AI organization, demonstrating a proven record of significant impact on adoption, Net Revenue Retention (NRR), or customer satisfaction.

• Has managed the complete customer lifecycle—from implementation to renewal—for large, complex accounts and can articulate what factors influenced success.

• Capable of engaging in technical workflow discussions with power users while also discussing ROI with VPs or C-suite sponsors.

• Utilizes data to construct value narratives, detect risks early, and sway decisions at the executive level.

• Develops processes from the ground up when necessary and adapts quickly if initial implementations are ineffective.

• Willing to travel up to 25% and knows how to maximize the impact of in-person interactions.

🏝️ Benefits

• Health, dental, and vision insurance for you and your dependents.

• Flexible paid time off and company holidays.

• 401(k) plan.

• Paid parental leave.

• Commuter benefits.

• Home office stipend.