Customer Success Manager - Enterprise

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Distribution technologies for printed media • Innovative solutions for distribution companies • Software as a service • Agile software development • Distribution technologies

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Description

• Scribe is seeking a Customer Success Manager to join our growing Go To Market team, supporting customers in our Enterprise and Strategic segments. • In this role, you’ll be responsible for onboarding new Enterprise customers and driving adoption throughout the customer lifecycle, culminating in seamless renewal events. • You’ll also be responsible for driving expansion opportunities within existing customers by partnering with key customer stakeholders and decision-makers, identifying new use cases and teams, and successfully proposing Scribe solutions. • You’ll report to the Head of Customer Success and can be based anywhere in the US or Canada. • Act as a primary point of contact for Enterprise & Strategic customers (companies with >10,000 Employees) using Scribe across a variety of geographies, industries and use cases. • Successfully onboard new customers to Scribe by supporting account setup, planning and enablement that is tailored to their business needs. • Leverage your product expertise to provide functional guidance and solutions for complex and unique business requirements. • Maintain regular engagement with key customer stakeholders and program managers to ensure strong adoption of Scribe and progress towards the customer’s goals. • Engage directly with Scribe champions to drive adoption and uncover expansion opportunities within their organizations. • Proactively pursue opportunities to expand the value and use of Scribe within Enterprise & Strategic organizations. • Use raw data to calculate and communicate ROI to customers based on real business results. • Partner with Exec-level stakeholders to align business goals and communicate value from Scribe solutions. • Manage contract renewals to maintain best-in-class customer and revenue retention, and provide a seamless customer experience. • Work with Ops and Finance teams to support Enterprise contracts. • Work closely with Scribe Product, Marketing, and Support team members to surface relevant customer insights and feedback. • Spearhead projects to continuously improve key metrics: adoption, retention, and expansion.

Requirements

• 5-8 years of work experience, interest in building new skills and continued career growth at a fast-paced start-up. • Experience in customer-facing roles such as customer success, account management, or sales for a SaaS solution. (Bonus: CS experience owning subscription renewals and expansion targets.) • Engaging presentation skills, understanding of business challenges, and ability to connect with and influence others. • Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences. • Excellent organizational and time-management skills, with the ability to coordinate meetings and deliverables across a large volume of customers. • Strong problem-solving skills, with the ability to recognize common business problems and suggest solutions. • Passion for technology and the ability to quickly learn new SaaS software applications. • A positive attitude and a willingness to go the extra mile for customers. • Excited by the opportunity to wear many hats and grow with our company.

Benefits

• Some of the nicest and smartest teammates you’ll ever work with • Competitive salaries • Comprehensive healthcare benefits • Exciting and motivating equity • Unlimited PTO • 401k • Parental Leave • Commuter/Remote benefits • WFH Stipend • Team Bonding opportunities - as a distributed team, being able to build meaningful bonds both virtually and in person is incredibly important to us! We are constantly evaluating how we accomplish this and currently, teams are given opportunities to gather in person throughout the year.