Customer Success Manager (SMB)

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Requirements:

• Experience in customer-facing roles such as customer success, account management, or sales for a SaaS solution. (Bonus: CS experience owning a portfolio of 250+ accounts.)
• Familiarity with typical tools and approaches used to deliver customer success at scale.
• Strong communication and interpersonal skills, with the ability to distill important information into compelling, pithy outreach.
• 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 leave your mark and grow with our company.

Responsibilities:

• Act as a primary point of contact for small and medium-sized business customers (SMBs) using Scribe across a variety of geographies, industries and use cases.
• Build and execute a scalable engagement motion that optimizes adoption, expansion and retention rates.
• Lead one-to-many and one-to-one engagements with customers such as webinars, kick off calls, enablement sessions, and business reviews to ensure a seamless and valuable experience with Scribe.
• Leverage data and automation tools to streamline customer interactions and improve efficiency.
• Define and develop critical assets and playbooks to support the engagement motion.
• Develop and implement best practices and conduct experiments to uncover innovative approaches.
• Collaborate with cross-functional teams (Support, Marketing, Billing, Ops, and Product) to enhance the overall customer experience.
• Ruthlessly focus on accelerating the impact you and teammates can have in supporting SMB customers.