Customer Success Specialist

Location: San Francisco

Scribe | $65,000-$95,000

Steph's Notes:

I was worried about doing this one, because I'm such a fan of the product, but Scribe's Careers page is really well done and the job description is mostly fine.

I like the Who We Are and Who We Are Not sections – the "We lift each other up, we don’t bro-down" bullet actually made me laugh. Although the About You section has some statements I'd normally count as yellow flags (any mention of high performance, move fast and break things), in this case it's a green flag because they're intentionally trying to communicate what a mutual best fit looks like.

As for the job description, it's mostly fine. I wish they'd avoid language about "energy" since it's a little ableist ("excited by the opportunity" works just as well!).

"You will have the opportunity to work with a large volume and wide range of customers across industries and roles."

This also made me laugh because of the way they framed this – positively, for sure, but it probably means there's a lot of work to go around and you'll be constantly on your toes.

"A positive attitude and a willingness to go the extra mile for customers."

It's so strange to me that companies feel the need to specify "a positive attitude" in JDs – I think most candidates understand that you don't want someone with a shitty disposition in a customer-facing role. It feels very red-flaggy to me when companies call this out, because it seems like they're trying to dodge constructive conflict even when it's appropriate. I wish companies would better use these sections by sharing real, meaty requirements instead.

Otherwise, duties and seniority seem appropriate for the title, and the salary range is notably progressive to accommodate an early career to mid-level candidate (assuming they're not in SF as the JD indicates – in which case, the salary is almost laughably low).

Original Job Description: Customer Success Specialist

Job description

About us

Scribe is where exceptional people come to do the best work of their careers. We are a Series B, product-led growth startup based in SF. Scribe automatically creates step-by-step guides for any process, putting an end to hours spent taking screenshots and running training sessions.

We’ve helped over 2 million users in 100+ countries document and share what they know. We have raised $55M in funding from top investors and are growing our revenue, user base, and product very quickly. Come join us in our mission to unleash and uplevel the world’s know-how!

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!

What we can offer you

• 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
• Team Bonding opportunities - as a distributed team, being able to build meaningful bonds both virtually and in person is incredibly important to us! We are constantly evaluating how we accomplish this and currently, teams are given opportunities to gather in person throughout the year

Compensation $65k - $95k USD OTE + equity + Benefits

We consider several factors when determining compensation, including location, experience, and other job-related factors. 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. We believe this benefits not only our employees but our product, customers, and community as well. Scribe is proud to be an Equal Opportunity and Affirmative Action Employer.