Customer Success Manager, Enterprise
Own end-to-end success for Scribe's large Enterprise accounts (10k+ employees), driving adoption, retention, NRR, and expansion through executive relationships, tailored enablement programs, QBRs/EBRs, and cross-functional collaboration. Requires 6+ years in Enterprise Customer Success at SaaS/AI companies.
About the job
What You'll Do
- Own a portfolio of Enterprise and Strategic accounts end-to-end — from onboarding through renewal — with full accountability for retention and net revenue expansion
- Design and run tailored rollout and enablement programs that get large organizations to value fast and build internal momentum for broader adoption
- Lead QBRs and EBRs that connect Scribe's impact to the metrics executives care about, and use those conversations to surface expansion opportunities
- Multithread within accounts, building relationships across end users, champions, and executive sponsors to widen Scribe's footprint across departments and business units
- Partner with Expansion AEs to define and execute account growth strategies, coordinating hand-offs and identifying new use cases with precision
- Bring customer insight back into the business — flagging product gaps, influencing the roadmap, and contributing to the playbooks and enablement programs that scale the Enterprise motion
What We're Looking For
- 6 or more years in Enterprise Customer Success at a SaaS or AI company, with a track record of measurable impact on adoption, NRR, or customer satisfaction
- Has owned the full customer lifecycle — implementation through renewal — for large, complex accounts and can speak specifically to what moved the needle
- Equally fluent in a technical workflow conversation with a power user and an ROI conversation with a VP or C-suite sponsor
- Uses data to build value narratives, identify risk early, and influence decisions at the executive level
- Builds process from scratch when there isn't one, and iterates fast when the first version doesn't hold
- Comfortable with up to 25% travel and knows how to make in-person time count
Nice to Have
- Direct experience with Fortune 500 or global enterprise accounts at a high-growth SaaS company
- Prior ownership of expansion and renewal metrics including NRR and GRR
- Experience in a product-led growth environment where usage data drives the CS motion
- Background in consulting or change management on large-scale transformation projects
Skills
Customer Success, Enterprise Saas, Nrr, Qbr, Ebr, Account Management, Stakeholder Management, ROI Analysis, Change Management, Product-Led Growth
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