Customer Success Specialist, SMB
Scribe is a leading Workflow AI platform utilized by 94% of the Fortune 500. The Customer Success Specialist for SMB will engage with around 1,200 high-growth customers, managing the full customer lifecycle from onboarding to renewals and expansions.
Responsibilities
- 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
Skills
- 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
Benefits
- Equity in Scribe
- 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
Company Overview