Customer Success Manager, Enterprise
At a glance
Mid-level Customer Success role at Scribe. Remote, United States ยท full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage enterprise and strategic accounts from implementation through renewal, protecting retention and growing net revenue
- Create rollout and enablement plans that help large organizations reach value quickly and broaden adoption
- Lead QBRs and EBRs, tying customer impact to executive metrics and uncovering expansion paths
- Build relationships with users, champions, and executives across departments to expand account reach
- Work with Expansion AEs on growth plans, handoffs, new use cases, and customer feedback for product teams
What you bring
- At least six years supporting enterprise customers at a SaaS or AI company, with measurable adoption, NRR, or satisfaction results
- Experience carrying complex accounts across the complete journey from implementation to renewal
- Ability to discuss technical workflows with power users and business value with VP or C-suite sponsors
- A data-led approach to value stories, early risk detection, and executive decisions
- Comfort creating processes where none exist, improving them quickly, and traveling up to twenty-five percent
Who this fits
This role suits a proactive enterprise customer success operator who enjoys complex stakeholder networks, executive relationships, and building repeatable processes. You'll work fully remotely from anywhere in the U.S. and should be comfortable traveling up to twenty-five percent.
From the employer
About Scribe
Scribe is where exceptional people come to do the best work of their careers. More than 94% of the Fortune 500 use Scribe to own their specialized intelligence: the unique way their teams work, decide, and get things done. Our Specialized Intelligence platform automatically captures how work happens and turns it into a living asset that helps people and AI agents do their best work.
We're growing fast, since our founding in 2019, we've grown to 7 million users across 600,000 businesses. Based in San Francisco, we've been named a LinkedIn Top Startup, are valued at over $1 billion, and are backed by leading investors. Join us in our mission to transform how people do work.
๐ 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.
๐ ๏ธ What You'll Do
Own a portfolio of Enterprise and Strategic accounts end-to-end โ from onboarding through renewal โ 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 โ flagging product gaps, influencing the roadmap, and contributing to the playbooks and enablement programs that scale the Enterprise motion
๐ 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 โ implementation through renewal โ 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
โจ 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
๐ซ 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
๐ Location
Fully remote. Open to candidates anywhere in the U.S.
๐ฐ Compensation
Salary varies by location. All full-time employees receive equity in Scribe. Final offers depend on experience and scope.
๐ Benefits
Health, dental, and vision insurance for you and your dependents
Flexible paid time off and company holidays
401(k)
Paid parental leave
Commuter benefits
Home office stipend
At Scribe, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. Scribe is proud to be an Equal Opportunity Employer.
Scribe TA 2026
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