Customer Success Manager, Mid-Market

About the role

Scribe's Mid-Market customers span industries, geographies, and use cases — and this role owns their journey from day one through renewal. You'll be the person customers rely on to get value from the product, scale adoption across their teams, and find new ways Scribe can change how their organization works. It's a relationship-driven, outcome-focused role where your impact shows up directly in retention and expansion numbers.

What You'll Do

• Own a portfolio of Mid-Market accounts across the full customer lifecycle — onboarding, adoption, expansion, and renewal — with accountability for retention and revenue growth
• Design and run onboarding and enablement programs that get customers to their first meaningful outcomes quickly and build momentum for broader rollout
• Identify expansion opportunities within your book by understanding how customers work and connecting unmet needs to Scribe's capabilities
• Lead business reviews that tie Scribe's impact to the outcomes customers care about, and use those conversations to deepen relationships and surface new use cases
• Partner with Sales, Product, Marketing, and Support to close the loop on customer feedback, flag risk early, and contribute to the processes that make the CS motion more repeatable
• Build the kind of trusted advisor relationships that make renewals a formality rather than a negotiation

What We're Looking For

• Has 3 to 6 years in Customer Success, Account Management, or a customer-facing SaaS role, with hands-on experience managing the full customer lifecycle
• Has owned renewals and expansion opportunities and can speak to how they moved the metrics that mattered
• Connects product capabilities to real business problems — comfortable translating what Scribe does into outcomes that resonate with both technical users and business stakeholders
• Highly organized and able to manage a full portfolio without letting anything slip — proactive by default, not reactive
• Askes good questions before jumping to answers, and brings a consultative approach to every customer interaction
• Thrives in environments where the playbook is still being written and builds process rather than waiting for it

Location

Remote, with a requirement to be based permanently in the United States or Canada.

Cash

Compensation varies by location. All full-time employees receive equity in Scribe. Final offers depend on experience and scope.

Bonuses

• 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

Benefits

Scribe is 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. Compensation Range: $76.5K - $130K