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For Companies At a Glance
- Tasks: Support users, manage key accounts, and enhance customer experiences with ScribePro Team.
- Company: Join a dynamic startup in Glasgow focused on sports medicine innovation.
- Benefits: Competitive salary, 35 days holiday, flexible working, and a collaborative office environment.
- Why this job: Make a real impact in customer success while working with a passionate team.
- Qualifications: Experience in customer support and strong relationship-building skills required.
- Other info: Opportunity for growth and to shape processes in a fast-paced environment.
The predicted salary is between 21500 - 29500 £ per year.
ScribePro is on a mission to enable better care in sports medicine through our leading medical management product, ScribePro Team. Our software protects clinicians, athletes, and organisations across the sporting world; from grassroots clubs to national and international associations. Built by clinicians, for clinicians, ScribePro Team draws on our in-house experience in elite sports medicine to make athlete care simple, secure, and fast. Whether on the pitch or in the clinic, users can record, review, and share information in real time, on desktop or mobile, from anywhere in the world.
We’re a small, ambitious team of ten based in Glasgow. As a startup, we move quickly, collaborate closely, and take pride in what we do. Everyone contributes ideas, takes ownership, and helps shape the direction of our products as we evolve. Our hybrid model lets you combine focused remote work with time together in our bright and welcoming city-centre office.
The Role
We’re looking for a Customer Success Coordinator who loves processes, thrives on delivering to a high standard, and builds strong relationships. You’ll be central to ensuring users get the most out of ScribePro Team, managing key accounts, support, onboarding, engagement, and customer insights. This role is ideal for someone who enjoys structure, has excellent people skills, and takes pride in delivering exceptional customer experiences. Reporting to the Customer & Business Operations Manager, you’ll work closely with Sales, Marketing, Product, and Finance to ensure a smooth journey from conversion, through onboarding to renewal.
As part of a small startup team, you’ll be hands-on, with the freedom to develop processes, create resources, and contribute to wider company strategy. This role has scope to evolve, taking on greater ownership and contributing to team growth as ScribePro expands.
About You
You’re process-driven, organised, and detail-oriented, with a genuine passion for helping customers succeed. You thrive in a collaborative, fast-moving environment and enjoy building relationships at all levels. You care about doing things well and take ownership of your work, ensuring high-quality outcomes across support, onboarding, and engagement.
You should have:
- Experience in customer support, customer success, or account management.
- Strong interpersonal and relationship-building skills.
- Excellent written and verbal communication.
- Ability to manage multiple priorities and projects at once.
- Attention to detail and a commitment to high-quality work.
- Strong IT literacy, particularly with Microsoft Office and Teams.
It would be great if you also have:
- Experience in SaaS or digital product environments.
- Familiarity with customer success tools (CRM systems e.g. HubSpot).
- Experience designing or delivering training and educational content.
- Experience or interest in sport, sports medicine or med-tech environments.
Key Responsibilities
- Develop and maintain a strong understanding of ScribePro Team and its clinical application to support users effectively, anticipate their needs, and provide informed guidance.
- Manage the support inbox and respond to queries promptly and professionally.
- Document FAQs, workflows, and processes to improve knowledge and support early customer success.
- Work closely with Sales to ensure a smooth transition from conversion through to onboarding, maintaining continuity and setting customers up for long-term success.
- Maintain oversight of key customer accounts, proactively identifying potential issues to prevent disruption and maintain trust.
- Own and continuously improve onboarding and education processes, ensuring they are scalable, consistent, and deliver early value for every customer.
- Track and report on OKRs, including retention and satisfaction metrics, using insights to inform priorities.
Relationship Management
- Build and maintain strong, trust-based relationships with identified customer accounts.
- Act as a point of contact for customer needs, questions, and feedback.
- Own the annual customer management and renewal cycle for assigned accounts, ensuring proactive engagement, timely renewals, and continuity across the customer lifecycle.
- Maintain consistent customer communication, including updates, guidance, and feature releases, that resonates with user needs and reflect ScribePro’s tone and standards.
Collaboration & Internal Knowledge
- Act as a conduit between customers and internal teams, sharing insights, feedback, and emerging trends.
- Collaborate with Finance to ensure alignment on annual invoicing, renewals, and customer payment structures, supporting a smooth and consistent customer experience.
What We Offer
- £25,000-£35,000 annual salary, dependent on experience
- 35 days holiday, inclusive of bank holidays
- 5% pension contributions
- Flexible and hybrid working available, to suit your lifestyle
- A friendly, collaborative office in central Glasgow
How to Apply
If this sounds like your kind of challenge, please submit the following to people@scribepro.co:
- A covering letter answering: What are you looking for in your next role, and why does ScribePro excite you?
- If you joined ScribePro tomorrow, what’s the first thing you’d want to understand about our customers before getting started, and why?
Recruitment Process
We keep things straightforward. Our process usually includes:
- Short introductory call.
- Informal chat with the team to explore how you’d work with us and your approach to customer success.
- Scenario-based exercise to showcase problem-solving and customer service skills.
Accessibility and Inclusion
We want everyone to feel comfortable and supported throughout our recruitment process. If you have accessibility requirements or adjustments, please let us know.
Customer Success Coordinator in Glasgow employer: ScribePro
Contact Detail:
ScribePro Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Coordinator in Glasgow
✨Tip Number 1
Get to know ScribePro Team inside out! Familiarise yourself with our software and its benefits for users. This way, when you chat with us, you can show off your knowledge and passion for helping customers succeed.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn to get the inside scoop on the company culture and what it’s really like to work here. Plus, it shows us you’re genuinely interested in being part of the team.
✨Tip Number 3
Prepare for the informal chat by thinking about how you’d approach customer success at ScribePro. Have some examples ready that showcase your relationship-building skills and how you’ve tackled challenges in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re keen to be part of our journey from the get-go!
We think you need these skills to ace Customer Success Coordinator in Glasgow
Some tips for your application 🫡
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Make sure to express why ScribePro excites you and what you're looking for in your next role. Be genuine and let your passion for customer success come through.
Showcase Your People Skills: As a Customer Success Coordinator, building relationships is key. Highlight your interpersonal skills and any relevant experiences where you've successfully engaged with customers or teams. We want to see how you connect with others!
Demonstrate Your Organisational Skills: We love a process-driven person! In your application, mention specific examples of how you've managed multiple priorities or projects. This will show us that you can thrive in our fast-moving environment.
Apply Through Our Website: Don't forget to submit your application through our website! It helps us keep everything organised and ensures your application gets the attention it deserves. We can't wait to hear from you!
How to prepare for a job interview at ScribePro
✨Know Your Product Inside Out
Before your interview, make sure you have a solid understanding of ScribePro Team and its clinical applications. Familiarise yourself with how the software works and think about how it benefits users in sports medicine. This will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your People Skills
As a Customer Success Coordinator, building relationships is key. Prepare examples from your past experiences where you've successfully managed customer relationships or resolved conflicts. Highlight your interpersonal skills and how they can contribute to creating exceptional customer experiences.
✨Demonstrate Your Organisational Skills
Since this role requires managing multiple priorities, be ready to discuss how you stay organised and ensure high-quality outcomes. Share specific strategies or tools you use to keep track of tasks and projects, and how these have helped you succeed in previous roles.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your enthusiasm for the role and the company. Inquire about the onboarding process for new customers or how the team collaborates on customer feedback. This not only demonstrates your interest but also helps you gauge if the company culture aligns with your values.
