Scribe is a leading Workflow AI platform utilized by 94% of the Fortune 500. The Customer Success Specialist for SMB will engage with around 1,200 high-growth customers, managing the full customer lifecycle from onboarding to renewals and expansions.

Responsibilities

• Work out of a shared Success inbox to deliver fast, high-quality responses to SMB customers across onboarding, risk, renewal, and expansion touchpoints
• Run onboarding engagements that get customers to value quickly and set up habits that stick
• Track risk signals across a broad account base and act on them before they become churn
• Qualify and hand off expansion opportunities, contributing directly to CQL targets
• Help run and iterate on one-to-many webinar programs that serve the broader SMB and Enterprise customer base
• Experiment with AI tools including ChatGPT and Copilot to reduce manual work in renewal and risk processes and improve how the team operates at scale

Skills

• Has 6 months to 2 years in Customer Success or a customer-facing role, with a track record of high performance relative to the expectations of that environment
• Can context-switch across hundreds of accounts without losing the thread — organized, detail-oriented, and proactive about follow-through
• Comfortable presenting to a live webinar audience and running one-to-one customer conversations with equal confidence
• Brings a pattern-recognition mindset to scaled programs — looks across accounts for signals, not just at individual tickets
• Actively uses AI tools to work more efficiently and is curious about where automation can do more
• Coachable, feedback-seeking, and energized by team goals rather than just individual ones

Benefits

• Equity in Scribe
• Health, dental, and vision insurance for you and your dependents
• Flexible paid time off and company holidays
• 401(k)
• Paid parental leave
• Daily catered lunch (SF office)
• Commuter benefits
• Home office stipend

Company Overview