Customer Success Manager – Mid-Market

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Manage a portfolio of Mid-Market accounts throughout the entire customer lifecycle — onboarding, adoption, expansion, and renewal — with a focus on retention and revenue growth.

• Develop and implement onboarding and enablement programs that help customers achieve their first significant outcomes swiftly and create momentum for wider deployment.

• Discover expansion opportunities within your accounts by comprehending customer workflows and aligning unmet needs with Scribe's capabilities.

• Conduct business reviews that connect Scribe's influence to the outcomes that are important to customers, using these discussions to strengthen relationships and reveal new use cases.

• Collaborate with Sales, Product, Marketing, and Support teams to address customer feedback, identify risks early, and enhance the processes that make the Customer Success motion more systematic.

• Foster trusted advisor relationships that turn renewals into a formality rather than a negotiation.

⛳️ Requirements

• Possesses 3 to 6 years of experience in Customer Success, Account Management, or a customer-facing SaaS position, with practical experience overseeing the complete customer lifecycle.

• Has managed renewals and expansion prospects and can articulate how they influenced key metrics.

• Able to link product features to actual business challenges — skilled at translating Scribe's offerings into results that resonate with both technical users and business stakeholders.

• Highly organized and capable of overseeing a complete portfolio without oversight — proactive by nature, not reactive.

• Asks insightful questions before arriving at conclusions, and adopts a consultative approach in every customer interaction.

• Excels in settings where the operational framework is still evolving and actively contributes to building processes rather than waiting for them.

🏝️ 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.