Customer Success Specialist

Job description

About us

Scribe is where exceptional people come to do the best work of their careers. We are a Series B, product-led growth startup based in SF. Scribe automatically creates step-by-step guides for any process, putting an end to hours spent taking screenshots and running training sessions. We’ve helped over 2 million users in 100+ countries document and share what they know. We have raised $55M in funding from top investors and are growing our revenue, user base, and product very quickly. Come join us in our mission to unleash and uplevel the world’s know-how!

How we work

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

• A strong sense of ownership
• Defaulting to action
• Humans over everything else 
• A continuous learning and growth mindset
• High performance, high-velocity output
• A supportive, respectful and transparent work environment

About this role

Scribe is seeking a Customer Success Specialist to join our team. As a Customer Success Specialist, you will be the face of our product to our customers - ensuring that customers can effectively use our product across a variety of use cases, delivering onboarding sessions and live product demos to customers and prospects, and fielding inbound questions.  In addition to engaging new customers, you’ll be laser-focused on driving adoption through the customer lifecycle, culminating in seamless renewal events.

You’ll be joining a small and scrappy team, helping to design and build out our scaled approach to customer and product success. The right person will be energized by the opportunity to help our incredible users while also building programs, testing approaches and collecting insights as we scale. 

Scribe is a truly horizontal product used by over a million organizations around the world, so you will have the opportunity to work with a large volume and wide range of customers across industries and roles. Given your unique customer vantage point, you will work closely with Sales, Customer Success, Marketing, and Support team members daily to surface relevant customer insights and feedback.

Examples of what you’ll be doing

• Conduct live onboarding sessions for teams of users, enabling customers to use Scribe effectively across a variety of use cases.
• Identify common business problems customers are trying to solve with Scribe and position solutions and ROI to maximize adoption.
• Respond to functional questions via email, leveraging existing assets/guides and contributing to our growing library of FAQs.
• Support Scribe evangelists to drive change within their organizations.
• Manage contract renewals to maintain best-in-class customer and revenue retention.
• Work closely with Sales, CS, Marketing, and Support team members daily to surface relevant customer insights and feedback.
• Design & execute experiments to continuously improve key metrics: activation, adoption, retention.
• Exude a passion for Scribe as a solution for business challenges.

Qualifications

• 2-4 years of work experience, interest in building new skills and continued career growth at a fast-paced start-up.
• Experience in customer-facing roles such as customer success, account management, or sales for a SaaS solution. (Bonus: experience owning subscription renewals and familiarity with CSP/CRM/subscription billing tools.)
• Engaging presentation skills, understanding of business challenges, and ability to connect with and influence others.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Excellent organizational and time-management skills, with the ability to coordinate meetings and deliverables across a large volume of customers.
• Strong problem-solving skills, with the ability to recognize common business problems and suggest solutions.
• Passion for technology and the ability to quickly learn new SaaS software applications.
• A positive attitude and a willingness to go the extra mile for customers.
• Excited by the opportunity to wear many hats and grow with our company.

If you love talking to people, are passionate about making customers successful, and get excited about building alongside a scrappy team - please get in touch about joining our growing team!

What we can offer you

• Some of the nicest and smartest teammates you’ll ever work with
• Competitive salaries
• Comprehensive healthcare benefits
• Exciting and motivating equity
• Unlimited PTO
• 401k
• Parental Leave
• Commuter/Remote benefits
• WFH Stipend
• Team Bonding opportunities - as a distributed team, being able to build meaningful bonds both virtually and in person is incredibly important to us! We are constantly evaluating how we accomplish this and currently, teams are given opportunities to gather in person throughout the year

Compensation

$65k - $95k USD OTE + equity + Benefits

We consider several factors when determining compensation, including location, experience, and other job-related factors. 

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. We believe this benefits not only our employees but our product, customers, and community as well. Scribe is proud to be an Equal Opportunity and Affirmative Action Employer.