Customer Success Manager, Enterprise

About this role

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.

📌 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

📍 Location

Fully remote. Open to candidates anywhere in the U.S.

💰 Compensation

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

🎁 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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