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 Scribe offers a workflow AI platform helps organizations capture and optimize how work gets done. It was founded in 2019, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is https//scribe.com. Apply To This Job