Customer Success Specialist, SMB

Customer Success Specialist, SMB

About Scribe

Scribe is where exceptional people come to do the best work of their careers. Our Workflow AI platform automatically captures and optimizes how work gets done — 94% of the Fortune 500 use it, and 45% are paying customers. We hit $100M ARR https://scribe.com/library/100-million-arr in May 2026 and have grown to over 5 million daily active users across 600,000 businesses. We're Series C and valued at $1.3 billion. We're builders who hold a high bar, move fast, and care deeply about each other and our customers.

📌 About the Role

Scribe's SMB CS team supports around 1,200 high-growth customers, and this role sits at the center of that motion. You won't own a fixed book — you'll work across the full lifecycle in a pooled model, onboarding a new customer in the morning, managing a renewal in the afternoon, and catching an expansion signal before the day ends. It's a role for someone who can hold a lot of context at once, move fast without losing detail, and genuinely enjoys finding ways to make one interaction count for many.

🛠️ What You'll Do

- 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

🔍 What We're Looking For

- 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 envi...