Customer Success Manager, Enterprise

About the role

Scribe'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

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

Benefits

• Healthcare Coverage - Comprehensive health, dental, and vision plans, including two $0/month medical plan options for employees
• Equity - Ownership in what we're building
• 401(k) Plan - through Vestwell
• Flex Benefit - $500/year for home office equipment, productivity tools, learning & development or fitness/wellness
• Commuter Benefits - $100/month for SF based employees
• PTO - Flexible paid time off and company holidays
• Parental Leave - Paid leave to support growing families
• Wellness & Family Support - Free Talkspace membership, One Medical access (location-dependent), and Kindbody discounts for family planning