Customer Success Specialist
4 months ago
About us
Scribe is where exceptional people come to do the best work of their careers. We are a series A, product-led growth startup based in San Francisco. We help over 1 million go-to people document and share what they know. Scribe automatically creates step-by-step guides for any process, putting an end to hours spent taking screenshots and running training sessions. If you’ve always wanted to work on a product that’s truly changing the way people work, we’d love to chat
How we work
We are builders aspiring to master our crafts. We care deeply about our teammates and want to win, together. We embrace the following values:
A strong sense of ownership
Defaulting to action
Humans over everything else
A continuous learning and growth mindset
High performance, high-velocity output
A supportive, respectful and transparent work environment
About this role
Scribe is seeking a Customer Success Specialist to join our team. As a Customer Success Specialist, you will be the face of our product to our customers - ensuring that customers can effectively use our product across a variety of use cases, delivering onboarding sessions and live product demos to customers and prospects, and fielding inbound questions. In addition to engaging new customers, you’ll be laser-focused on driving adoption through the customer lifecycle, culminating in seamless renewal events.
You’ll be joining a small and scrappy team, helping to design and build out our scaled approach to customer and product success. The right person will be energized by the opportunity to help our incredible users while also building programs, testing approaches and collecting insights as we scale.
Scribe is a truly horizontal product used by over a million organizations around the world, so you will have the opportunity to work with a large volume and wide range of customers across industries and roles. Given your unique customer vantage point, you will work closely with Sales, Customer Success, Marketing, and Support team members daily to surface relevant customer insights and feedback.
Examples of what you’ll be doing
Conduct live onboarding sessions for teams of users, enabling customers to use Scribe effectively across a variety of use cases.
Identify common business problems customers are trying to solve with Scribe and position solutions and ROI to maximize adoption.
Respond to functional questions via email, leveraging existing assets/guides and contributing to our growing library of FAQs.
Support Scribe evangelists to drive change within their organizations.
Manage contract renewals to maintain best-in-class customer and revenue retention.
Work closely with Sales, CS, Marketing, and Support team members daily to surface relevant customer insights and feedback.
Design & execute experiments to continuously improve key metrics: activation, adoption, retention.
Exude a passion for Scribe as a solution for business challenges.
Qualifications
2-4 years of work experience, interest in building new skills and continued career growth at a fast-paced start-up.
Experience in customer-facing roles such as customer success, account management, or sales for a SaaS solution. (Bonus: experience owning subscription renewals and familiarity with CSP/CRM/subscription billing tools.)
Engaging presentation skills, understanding of business challenges, and ability to connect with and influence others.
Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
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 wear many hats and grow with our company.
If you love talking to people, are passionate about making customers successful, and get excited about building alongside a scrappy team - please get in touch about joining our growing team
Full-Time Employee Benefits Include:
Some of the nicest and smartest teammates you’ll ever work with
Competitive salaries
Comprehensive healthcare benefits
Exciting and motivating equity
Unlimited PTO
401k
Parental Leave
Commuter/Remote benefits
WFH Stipend
Compensation
$70k - $95k USD salary + equity
We consider several factors when determining compensation, including location, experience, and other job-related factors.
Unsure if you meet all of these requirements? Please apply anyway We would love to hear from you.
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