Customer Success Specialist, SMB

Customer Success Specialist, SMB @ Scribe!

If you're a new Graduate interested in Customer Success as a career - we'd love to hear from you!

Scribe's SMB Customer Success team supports ~1,200 high-growth customers in a fast-paced, pooled model. This role is critical to helping us scale that impact, driving seamless onboarding, proactive risk management, thoughtful renewals, and expansion opportunities across a broad customer base. You'll help evolve our plays, automate manual workflows, and power one-to-many programs that elevate thousands of users at once. If you're excited about blending personalization with scale, and experimenting with AI to work smarter, this role is for you.

About the Role

As an SMB Customer Success Specialist at Scribe, you'll operate in a dynamic pooled model supporting companies with fewer than 1,500 employees and under $18K in Scribe spend. Rather than owning a fixed book of business, you'll context switch across accounts and lifecycle stages, onboarding a new customer in the morning, supporting a renewal in the afternoon, and identifying expansion signals before the day ends.

You'll work out of a shared Success inbox to ensure customers get fast, thoughtful support. Your responsibilities will span onboarding, renewal management, proactive risk identification, and expansion qualification. In parallel, you'll help scale our one-to-many enablement efforts, including webinar programs that serve our broader Enterprise customer base.

This role sits at the intersection of execution and experimentation. You'll help iterate on onboarding flows, reduce manual work in renewal and risk processes, and test more strategic and personalized approaches within a scaled model. You'll also be expected to embrace AI tools like ChatGPT and Copilot to increase efficiency and continuously improve how we serve customers.

You'll partner closely with the broader CS team and collaborate cross-functionally to ensure our SMB customers see fast time-to-value and long-term success with Scribe.

Location

Hybrid: Our HQ is in beautiful San Francisco, California. For this role, we expect you to live in or near San Francisco and work from the office 3 days per week.

What Makes You a Great Fit

• You have 6 months to 2 years of experience in Customer Success (or a closely related, customer-facing role) and a track record of high performance.
• You thrive in fast-paced environments and can confidently context switch across hundreds of accounts without losing attention to detail.
• You're equally comfortable running one-to-one customer engagements and presenting to larger webinar audiences.
• You bring a strategic mindset to one-to-many campaigns, thinking beyond the immediate request to unlock broader impact and patterns across accounts
• You're detail-oriented and organized, able to track risk signals, manage account follow-ups, and identify growth opportunities across accounts.
• You adapt quickly to ambiguity, actively seek feedback, and are highly coachable.
• You enjoy experimenting with new tools, especially AI-powered workflows, to increase efficiency and improve customer outcomes.
• You're motivated by team goals and shared OKRs, while also driving individual impact through CQL and play-based targets.

If you're reading this thinking "that's me!", we want to meet you!

About Us

Scribe is where exceptional people come to do the best work of their careers. More than 94% of the Fortune 500 use Scribe to document and scale how work gets done. Our Workflow AI platform automatically captures and optimizes workflows so teams work smarter, faster, and more consistently.

We're growing fast, since our founding in 2019, we've grown to over 5 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 uplevel how people do work.

How We Work

We are builders aspiring to master our crafts. We care deeply about our teammates and want to win together. We fully embrace the following values:

• Accelerate impact
• Raise the bar
• Make our users heroes
• Clear is kind
• Rapid learning machine
• One team one dream

Compensation

We use trusted market data and a tiered location system to ensure competitive, equitable pay. The range below reflects this; your specific offer will depend on experience, pay parity, and location. ->Tier 1 (SF, NYC, Seattle): $70,000-$80,000 (80/20 Split for Base Salary and Variable Compensation)

Full-Time US Employee Benefits Include

Applies to full-time, U.S.-based roles only. Delete if international role.

• Incredible teammates
• Ownership mindset (equity for all employees)
• Health, dental, and vision insurance
• Flexible paid time off and company holidays
• 401(k) retirement plan
• Paid parental leave
• Daily catered lunches (SF-based roles)
• 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.