Customer Success Manager, Enterprise

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 for people and AI agents.

We're growing fast. Since our founding in 2019, we've reached 7 million users across 600,000 businesses. Based in San Francisco, we're a LinkedIn Top Startup, valued at over $1B, and backed by leading investors. Join us in our mission to transform how people 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
• Why you'll love working here
• The reach of a unicorn, the headcount of a startup.
• We went from $1M to $100M ARR in under four years, with fewer than 200 people. That means more pie than people: scope grows with your impact. Customers like T-Mobile, LinkedIn, HubSpot, New York Life and Northern Trust run on Scribe, so what you own reaches some of the biggest names in business.
• Hard problems, real impact.
• Capturing how work actually gets done, at scale, is the foundation AI needs, and it's hard to get right. You'll build the layer other products and agents run on, in a category we're still defining.
• Smart is the floor. Kind is the bar.
• Low ego, high standards. We compete as a collective and love to see each other win, and One Team, One Dream is one of the most shouted-out values in #values.