Customer Success Manager, Enterprise

TL;

DR – Why This Role Matters

As a Senior Customer Success Manager (Enterprise) at Scribe, you’ll own relationships with our largest and most strategic customers—global organizations transforming how their teams work. Your mission is to drive measurable business impact by leading customers through adoption, expansion, and renewal of Scribe’s solutions. You’ll partner closely with executive stakeholders to define success metrics, champion best practices, and scale Scribe usage across complex enterprises.

This role is critical to Scribe’s continued growth—our Enterprise customers represent some of the world’s most recognized brands, and your work will ensure they realize and expand the full value of Scribe at scale.

As a Senior CSM in our Enterprise segment, you will:

• Own a portfolio of Scribe’s largest Enterprise and Strategic customers (10K+ employees) across diverse industries and geographies, ensuring world-class engagement, adoption, and retention.
• Drive adoption and expansion by identifying new use cases, teams, and business units that can benefit from Scribe, and by proactively leading executive alignment to grow value realization.
• Onboard and enable new customers by designing tailored rollout and training programs that drive early success and accelerate time-to-value.
• Serve as a strategic advisor and trusted partner to executive sponsors and program leads, connecting Scribe’s capabilities to their organizational goals and KPIs.
• Lead QBRs and EBRs that communicate business outcomes, adoption metrics, and ROI, influencing renewals and multi-year expansion.
• Collaborate cross-functionally with Product, Support, and Marketing team members to surface customer insights, champion feature enhancements, and evolve the Enterprise experience.
• Manage complex renewals and upsells with precision, balancing customer advocacy and business goals to achieve best-in-class retention and revenue growth.
• Partner with Expansion Account Executives to define and execute account growth strategies, ensuring seamless coordination between Customer Success and Sales to maximize customer value and identify new use cases for Scribe.
• Spearhead customer-led initiatives—such as success playbooks, enablement programs, and reference stories—that scale Scribe’s impact across the Enterprise ecosystem.

• 6+ years of Customer Success Experience (Enterprise) in related SaaS with
• You’re passionate about helping large organizations transform how work gets documented and shared through Scribe. You’ve managed the full Enterprise customer lifecycle—onboarding to renewal—and can point to measurable lifts in adoption, NRR, or customer satisfaction.
• You’re equally comfortable diving into technical SaaS workflows and leading C-suite business discussions about outcomes and ROI.
• You multithread within Account to build awareness, scope and Customer Success Qualified Leads
• You’re data-driven—using insights to identify opportunities, tell compelling value stories, and influence executive decisions. You’re proactive and entrepreneurial, with a bias toward action, ownership, and high-velocity execution. You’re ready to roll up your sleeves and work with stakeholders at all levels to get to outcomes.
• You bring a consultative and strategic mindset, balancing empathy for the customer with accountability for results.
• You’re energized by ambiguity and love building scalable processes in a fast-growing, high-performing environment.
• You know when it’s most effective to collaborate in person with key stakeholders, and how to drive an effective in-person meeting for maximum results.

If you’re reading this and thinking “that’s me!”, we want to meet you.

• Experience supporting Fortune 500 or global enterprise accounts at a high-growth SaaS company.
• Previous ownership of expansion and renewal metrics (NRR, GRR).
• Experience with a PLG sales motion.
• Prior consulting or change management experience with large transformation projects.

• You’re not comfortable navigating complex, matrixed organizations or managing relationships across end users champions AND executive-level sponsors.
• You…