Customer Success Coordinator

Scribe Pro is on a mission to enable better care in sports medicine through our leading medical management product, Scribe Pro Team. Our software protects clinicians, athletes, and organisations across the sporting world; from grassroots clubs to national and international associations.

Built by clinicians, for clinicians, Scribe Pro Team draws on our in-house experience in elite sports medicine to make athlete care simple, secure, and fast. Whether on the pitch or in the clinic, users can record, review, and share information in real time, on desktop or mobile, from anywhere in the world.

We’re a small, ambitious team of ten based in Glasgow. As a startup, we move quickly, collaborate closely, and take pride in what we do. Everyone contributes ideas, takes ownership, and helps shape the direction of our products as we evolve.

Our hybrid model lets you combine focused remote work with time together in our bright and welcoming city-centre office.

We’re looking for a Customer Success Coordinator who loves processes, thrives on delivering to a high standard, and builds strong relationships. You’ll be central to ensuring users get the most out of Scribe Pro Team, managing key accounts, support, onboarding, engagement, and customer insights.

This role is ideal for someone who enjoys structure, has excellent people skills, and takes pride in delivering exceptional customer experiences. Reporting to the Customer & Business Operations Manager, you’ll work closely with Sales, Marketing, Product, and Finance to ensure a smooth journey from conversion, through onboarding to renewal.

As part of a small startup team, you’ll be hands-on, with the freedom to develop processes, create resources, and contribute to wider company strategy. This role has scope to evolve, taking on greater ownership and contributing to team growth as Scribe Pro expands.

You’re process-driven, organised, and detail-oriented, with a genuine passion for helping customers succeed. You thrive in a collaborative, fast-moving environment and enjoy building relationships at all levels. You care about doing things well and take ownership of your work, ensuring high-quality outcomes across support, onboarding, and engagement.

You should have:

• Experience in customer support, customer success, or account management.
• Strong interpersonal and relationship-building skills.
• Excellent written and verbal communication.
• Ability to manage multiple priorities and projects at once.
• Attention to detail and a commitment to high-quality work.
• Strong IT literacy, particularly with Microsoft Office and Teams.

It would be great if you also have:

• Experience in SaaS or digital product environments.
• Familiarity with customer success tools (CRM systems e.g. Hub Spot).
• Experience designing or delivering training and educational content.
• Experience or interest in sport, sports medicine or med-tech environments.

• Develop and maintain a strong understanding of Scribe Pro Team and its clinical application to support users effectively, anticipate their needs, and provide informed guidance.
• Manage the support inbox and respond to queries promptly and professionally.
• Document FAQs, workflows, and processes to improve knowledge and support early customer success.
• Work closely with Sales to ensure a smooth transition from conversion through to onboarding, maintaining continuity and setting customers up for long-term success.
• Maintain oversight of key customer accounts, proactively identifying potential issues to prevent disruption and maintain trust.
• Own and continuously improve onboarding and education processes, ensuring they are scalable, consistent, and deliver early value for every customer.
• Track and report on OKRs, including retention and satisfaction metrics, using insights to inform priorities.

• Build and maintain strong, trust-based relationships with identified customer accounts.
• Act as a point of contact for customer needs, questions, and feedback.
• Own the annual customer management and renewal cycle for assigned accounts, ensuring proactive engagement, timely renewals, and continuity…