Customer Success Manager, Scribe
$110-130k
OTE
+ Equity
Automatic step-by-step guide generation
Open for applications
Automatic step-by-step guide generation
21-100 employees
Open for applications
$110-130k
OTE
+ Equity
21-100 employees
Company mission
Scribe's mission is to unleash and up-level the world’s know-how.
Role
Who you are
- You are passionate about Scribe, and even more passionate about helping customers be successful using the tool
- You describe yourself as “techno-functional” - you’ve worked with SaaS applications before and you’re an expert in not only how features work, but how they can be applied to business challenges
- You’re curious, and always asking the question behind the question - what is the customer really trying to solve for? How does this feature really work?
- You aspire to be world-class in your craft and you want to be surrounded by others who are sprinting towards that goal
- You like putting ideas into action and measuring results
- You are organized and self-motivated to hit goals, and are not overwhelmed by aggressive targets
- Unknowns and change inspire you, and you are excited about building processes alongside a scrappy team
- 3-6 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
What the job involves
- Scribe is seeking a Customer Success Manager to join our growing Go To Market team, supporting our Enterprise customers
- 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 identifying new use cases and teams and successfully introducing Scribe solutions
- You’ll report to the Head of Customer Success and this role is based in San Francisco
- Act as a primary point of contact for Enterprise customers 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
- Respond to functional questions via email, leveraging existing assets/guides and contributing to our growing library of FAQs with your product expertise
- Identify signals and craft necessary interventions to ensure strong adoption of Scribe and progress towards the customer’s goals
- Use raw data to calculate and communicate ROI to customers based on real business results
- Engage directly with Scribe champions to drive adoption and uncover expansion opportunities within their organizations
- 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
Our take
Knowledge workers spend, by some reports, around one fifth of their time simply working out how to do their job. Where historically this might have demanded lengthy, labor-intensive user guides and training manuals, Scribe has brought to market an efficient new alternative, where all users need to do is record their screen whilst carrying out a task.
From there, the company creates text descriptions and interactive screenshots for each step, which can be shared with a simple link. Scribe has accrued an impressive customer base since it launched in beta back in 2020, with over 1,000 teams including Adobe, Facebook, Tesla, and EA using its product. Demand looks likely to continue, with hybrid workforces still widespread post-pandemic.
Founder Jennifer Smith is versed in the inefficiencies of knowledge-sharing within companies from a stint at Mckinsey, and her co-founder Aaron Podolny was previously CTO at automated customer service and sales tools company, Onward. With strong funding secured, Scribe’s impressive success to date looks only set to continue as it scales its team and invests in R&D to propel the development of its platform.
Kirsty
Company Specialist
Insights
Company
Employee endorsements
Nice people
"I get to work with the best people, I can't stress this point enough. The people here are the reason I enjoy my work every day. The people and..."
Funding (last 2 of 3 rounds)
Feb 2024
$25m
SERIES B
Oct 2021
$22m
SERIES A
Total funding: $55m
Company benefits
- Comprehensive healthcare benefits
- Equity
- Unlimited PTO
- 401K - optional participation
Company values
- Make our users heroes. Live for the look on a user’s face when they create their first Scribe.
- Radical ownership. Make empowered decisions.
- One team, one dream. Win as a team, together.
- No limiting beliefs. Constantly pursue the next step of change improvement.
Company HQ
Potrero Hill, San Francisco, CA
Articles
Leadership
Jennifer Smith
(CEO)Has worked as an Engagement Manager at McKinsey and Head of Business Development at Greylock Partners.
Aaron Podolny
(CTO)Worked as a Senior Analyst at Cornerstone Research after graduating from Yale. Was CTO of Onward, and then joined Google's Engineering division.
Salary benchmarks
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