Customer Success Specialist, SMB
Customer Success Specialist, SMB
About Scribe
Scribe is where exceptional people come to do the best work of their careers. Our Workflow AI platform automatically captures and optimizes how work gets done - 94% of the Fortune 500 use it, and 45% are paying customers. We hit $100M ARR in May 2026 and have grown to over 5 million daily active users across 600,000 businesses. We're Series C and valued at $1.3 billion. We're builders who hold a high bar, move fast, and care deeply about each other and our customers.
About the Role
Scribe's SMB CS team supports around 1,200 high-growth customers, and this role sits at the center of that motion. You won't own a fixed book - you'll work across the full lifecycle in a pooled model, onboarding a new customer in the morning, managing a renewal in the afternoon, and catching an expansion signal before the day ends. It's a role for someone who can hold a lot of context at once, move fast without losing detail, and genuinely enjoys finding ways to make one interaction count for many.
You’ll learn the craft of Customer Success from the ground up, work directly with customers, and help build the AI-powered playbooks that let a small team support thousands of accounts at once. If you’re a new grad looking for a launchpad, this is the role for you.
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
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
Location
Hybrid. Based in San Francisco. We work from the office 3 days per week.
Compensation
Salary varies by location. All full-time employees receive equity in Scribe. Final offers depend on experience and scope.
Benefits
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
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.