Hiring Manager: Caila MacDonald - Head of Customer Success

✨ TL;DR - Why This Role Matters

Scribe is growing fast, and our customers are at the center of everything we do. We’re looking for a Customer Success Manager (CSM) leader who can build, coach, and inspire a team of high-performing CSMs to deliver exceptional customer outcomes.

This is not a maintenance role - it’s a builder role. You’ll shape how Scribe scales customer success as we continue to expand, from developing playbooks to coaching CSMs through complex customer journeys. You’ll work closely with cross-functional partners in Sales, Product, and Marketing to drive engagement, retention, and expansion across a rapidly growing customer base.

If you love rolling up your sleeves, developing people, and building systems that elevate customer experience - this is a rare opportunity to do all three at once.

📌 About the Role

As a Customer Success Manager at Scribe, you will:

• Lead, coach, and develop a team of 8-10 talented mid-market Customer Success Managers - reinforcing a company culture of growth, accountability, and excellence.

• Advise your team in crafting account strategies that drive health and maximize NRR outcomes.

• Develop playbooks and templates that scale best practices for onboarding, adoption, renewals, and expansion.

• Serve as a point of escalation for customer challenges - resolving issues with empathy, urgency, and a bias for solutions.

• Operationalize success, using data to inform performance management, identify trends, and drive continuous improvement.

• Collaborate cross-functionally with Sales, Product, Marketing, and Support to improve the end-to-end customer journey.

• Drive continued growth through interviewing and onboarding new team members.

🌎 Location

While we’re a globally distributed team, this role requires you to live permanently within the United States. You’ll be supporting a team based in London, San Francisco, and everywhere between.

🧩 What Makes You a Great Fit

• 2+ years managing a Customer Success team in a fast-paced SaaS, ideally PLG (product-led growth), environment.

• Proven experience coaching and developing talent - you’re passionate about helping others succeed.

• Proven ability to provide strategic recommendations that drive customer adoption and retention - you thrive in customer engagements and model top-notch customer-facing skills for your team.

• Proven ability to manage escalated customer situations and build trust - you don’t shy away from a challenging conversation.

• Strong communicator who can inspire, challenge, and motivate a team while providing clear, actionable feedback.

• Data-driven mindset - you use insights to guide your team, forecast renewals, and improve processes.

• Collaborative partner who builds trust across teams and departments.

• Thrives in ambiguity - you’re energized by testing, iterating, and building from scratch.
  

🚫 This Role Is Not for You If

• You’re looking to simply manage an existing process - this role is about building.
  

• You’re not excited about coaching and developing others.
  

• You prefer consistency over experimentation - this is a high-growth, evolving environment.
  

• You’re uncomfortable holding yourself and others to high-performance standards.
  

👋 About us

Scribe is where exceptional people come to do the best work of their careers. More than 94% of the Fortune 500 use Scribe to document and scale how work gets done. We’re growing fast, since our founding in 2019, we’ve grown to over 4 million users across 600,000 businesses. Based in San Francisco, we've raised $55M in funding from top-tier investors and are honored to have been named as a Forbes Next Billion Dollar Startup and LinkedIn Top Startup. Join us in our mission to up-level how people do work.

🛠️ How we work

We are builders aspiring to master our crafts. We care deeply about our teammates and want to win, together. We fully embrace the following values:

• Accelerate impact

• Raise the bar

• Make our users heroes

• Clear is kind

• Rapid learning machine

• One team one dream

💰 Compensation

We use trusted market data and a tiered location system to ensure competitive, equitable pay. The range below reflects this; your specific offer will depend on experience, pay parity, and location.

$135,000 - $190,000 (80/20 split) + Equity + Benefits

🎁 Full-Time US Employee Benefits Include

• Incredible teammates: Work alongside some of the nicest and smartest people you’ll ever meet.

• Ownership mindset: We’re all owners here, literally. Employees receive equity in Scribe, sharing in the company’s long-term success.

• Comprehensive coverage: We offer health, dental, and vision insurance for you and your dependents.

• Time to recharge: Flexible paid time off, plus company holidays to rest and reset.

• Retirement planning: Employees can contribute to a 401(k) plan to help plan for their future.

• Support for growing families. Paid parental leave to help you care for and bond with your growing family.

• Lunch, on us: SF-based employees receive daily catered lunches at our office.

• Easy commutes: Commuter benefits for our office-based team, make getting to and from HQ simpler.

• Level up your home office: Remote? Hybrid? Wherever you work, we’ll support your setup with a 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. 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.