Senior Customer Success Manager, Enterprise (East Coast)

About Scribe Scribe https://scribe.com is where exceptional people come to do the best work of their careers. More than 94% of the Fortune 500 use Scribe to own their specialized intelligence: the unique way their teams work, decide, and get things done. Our Specialized Intelligence platform automatically captures how work happens and turns it into a living asset for people and AI agents. We're growing fast. Since our founding in 2019, we've reached 7 million users across 600,000 businesses. Based in San Francisco, we're a LinkedIn Top Startup, valued at over $1B, and backed by leading investors. Join us in our mission to transform how people work. About the role As a 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 act as a consultative advisor to executives to drive business transformation, including how AI should be changing the way their teams work. What you'll do - As a CSM in our Enterprise segment, you will: - Own a portfolio of Scribe's largest and most complex Enterprise and Strategic customers (10K+ employees) across diverse industries and geographies, building deep, multi-threaded relationships across business units while prioritizing effectively across a high-volume book. - 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, partnering with Scribe's technical implementation resources to design 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, speaking the language of their function and connecting Scribe's capabilities to their organizational goals, KPIs, and transformation priorities, including AI. - Lead EBRs that communicate business outcomes and ROI, telling compelling value stories that influence renewals and 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 with precision, balancing customer advocacy and business goals to achieve best-in-class retention and revenue growth. - Partner with Expansion AEs to define and execute account growth strategies, ensuring seamless coordination between Customer Success and Sales to maximize customer value. What we're looking for - You've managed the full Enterprise customer lifecycle, from onboarding to renewal. You've owned expansion and renewal metrics (NRR, GRR) and can point to measurable lifts in adoption, retention, or customer satisfaction. - You've supported global, multi-continental organizations (10K+ employees), multi-threaded across business units, and you've navigated their procurement processes and the complexity of deploying at that scale. - You can credibly advise leaders on business transformation, and you use AI regularly in your own daily work. Prior consulting or change management experience with large-scale transformation projects is a plus. - You understand the personas we sell to, such as finance, IT, and client services leaders, and can speak to what they care about. - You're comfortable working through complex technical issues, alongside technical resources where needed (e.g., SCIM/IDP deployments), and you take full ownership of resolution rather than handing it off. - You can prioritize across competing accounts and milestones using systematized plays, while still going deep with the right stakeholders rather than just maximizing touchpoints. - You're data-driven, using insights to identify opportunities and influence decisions. - You're proactive and entrepreneurial, with a bias toward action, ownership, and high-velocity execution. - 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 effective in-person meetings. This role is not for you if - You're not comfortable navigating complex, matrixed organizations or managing relationships across end-user champions AND executive sponsors. - You want a very small book where every account gets a fully bespoke approach, and you'd be overwhelmed prioritizing across a larger portfolio. - You thrive with highly defined playbooks vs. creating and iterating on them. - You prefer a reactive or transactional approach to customer management. Why you'll love working here - The reach of a unicorn, the headcount of a startup. We went from $1M to $100M ARR in under four years, with fewer than 200 people. That means more pie than people: scope grows with your impact. Customers like T-Mobile, LinkedIn, HubSpot, New York Life and Northern Trust run on Scribe, so what you own reaches some of the biggest names in business. - Hard problems, real impact. Capturing how work actually gets done, at scale, is the foundation AI needs, and it's hard to get right. You'll build the layer other products and agents run on, in a category we're still defining. - Smart is the floor. Kind is the bar. Low ego, high standards. We compete as a collective and love to see each other win, and One Team, One Dream is one of the most shouted-out values in #values.   Compensation & location Fully remote. Open to candidates anywhere in the U.S. All full-time employees receive equity in Scribe. Final offers depend on experience and scope   Benefits - Healthcare Coverage – Comprehensive health, dental, and vision plans, including two $0/month medical plan options for employees - Equity – Ownership in what we're building - 401(k) Plan – through Vestwell - Flex Benefit – $500/year for home office equipment, productivity tools, learning & development or fitness/wellness - Commuter Benefits – $100/month for SF based employees - PTO – Flexible paid time off and company holidays - Parental Leave – Paid leave to support growing families - Wellness & Family Support – Free Talkspace membership, One Medical access (location-dependent), and Kindbody discounts for family planning 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. Our Worker Privacy notice can be found here https://scribe.com/legal/worker-privacy.