Customer Success Manager, Mid-Market

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 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...