# Customer Success Specialist, SMB

**Company:** [Scribe](https://hotfix.jobs/companies/scribe)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $85k – $85k/yr
**Experience:** 0+ years
**Skills:** Customer Success, Onboarding, Renewal Management, Risk Management, Expansion Qualification, Webinar Presentation, AI Tools, ChatGPT, Copilot, CRM
**Posted:** 2026-07-06

> Support high-growth SMB customers in a pooled model handling onboarding, risk mitigation, renewals, and expansions from a shared inbox. Run webinars, track signals across hundreds of accounts, and leverage AI tools like ChatGPT to scale operations. Requires 6mo-2yrs customer-facing experience, strong organization, and comfort with live presentations.

## Job Description

## 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
- 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.

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