Customer Success Specialist, SMB

Other

• 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 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 environment
• Can context-switch across hundreds of accounts without losing the thread — organized, detail-oriented, and proactive about follow-through
• Comfortable presenting to a live webinar audience and running one-to-one customer conversations with equal confidence
• Brings a pattern-recognition mindset to scaled programs — looks across accounts for signals, not just at individual tickets
• Actively uses AI tools to work more efficiently and is curious about where automation can do more
• Coachable, feedback-seeking, and energized by team goals rather than just individual ones
• 📍 Location
• Hybrid. Based in San Francisco. We work from the office 3 days per week.
• 💰 Compensation
• Salary varies by location. All full-time employees receive equity in Scribe. Final offers depend on experience and scope.
• 🎁 Benefits
• Health, dental, and vision insurance for you and your dependents
• Flexible paid time off and company holidays
• 401(k)
• Paid parental leave
• Daily catered lunch (SF office)
• Commuter benefits
• Home office stipend
• At Scribe, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. Scribe is proud to be an Equal Opportunity Employer.