Customer Success Manager, Mid-Market

About the role

In this role, you will oversee the entire customer experience for mid-market clients, guiding them from the initial onboarding phase to contract renewal. As the main point of contact, your focus will be on ensuring that customers derive maximum value from Scribe's offerings, fostering product adoption across their teams, and uncovering new ways to utilize Scribe within their organizations. This position prioritizes relationship-building and outcome-oriented strategies, which are crucial for enhancing customer retention and driving growth metrics.

Key facts

What you'll do

• Oversee a diverse portfolio of Mid-Market accounts throughout their entire lifecycle, which includes onboarding, user adoption, account expansion, and contract renewals, while being accountable for customer retention and revenue growth.
• Design and execute onboarding and training programs aimed at helping customers achieve significant early results, thereby fostering momentum for broader adoption of the product.
• Recognize and pursue opportunities for account growth by thoroughly understanding customer workflows and aligning their needs with the features offered by Scribe.
• Conduct regular business reviews to showcase Scribe's impact on key performance indicators for customers, using these sessions to deepen relationships and identify new use cases for the product.
• Partner with Sales, Product, Marketing, and Support teams to address customer feedback, proactively identify potential risks, and contribute to the refinement of customer success processes.
• Build and maintain trusted advisor relationships that facilitate a seamless renewal process, transforming it into a natural progression rather than a contentious negotiation.
• Analyze customer data to identify trends and insights that can inform strategic decisions and enhance customer satisfaction.
• Act as an advocate for customers within the company, ensuring their voices are heard and their needs are met in product development and service enhancements.

Requirements

• A minimum of 3 to 6 years of experience in Customer Success, Account Management, or a similar customer-facing role within the SaaS industry.
• Proven experience managing the complete customer lifecycle, demonstrating the ability to drive renewals and identify expansion opportunities.
• A strong track record of influencing key metrics related to customer retention and growth, with the ability to articulate your contributions effectively.
• Proficient in linking product features to real-world business challenges, translating Scribe's capabilities into measurable outcomes for both technical and non-technical stakeholders.
• Highly organized, with the ability to manage a diverse portfolio of accounts proactively and efficiently.
• Employ a consultative approach to customer interactions, asking thoughtful questions to uncover needs before proposing solutions.
• Adaptable to changing environments and proactive in contributing to the development of processes rather than waiting for established protocols.

Nice to have

• Experience with CRM tools and customer success platforms that facilitate account management and customer engagement.
• Familiarity with data analysis and reporting tools to track customer success metrics and derive actionable insights.
• Previous experience in a fast-paced startup environment, demonstrating agility and a proactive mindset.

Skills & tools

• Proficient in SaaS customer management techniques
• Strong account portfolio management skills
• Expertise in customer onboarding processes
• Ability to conduct impactful business reviews
• Excellent relationship-building capabilities
• Experience in cross-functional collaboration

Practical notes

• This position is fully remote and requires candidates to be permanent residents of the United States or Canada.
• All full-time employees at Scribe are offered equity in the company as part of their compensation package.
• The benefits package includes health, dental, and vision insurance, flexible paid time off, designated company holidays, a 401(k) plan, paid parental leave, commuter benefits, and a stipend for home office expenses.