Customer Success Coordinator: ScribePro Ltd in Glasgow

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.

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.

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.
• 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

• 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:

• CVA 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 & Inclusion

We want everyone to feel comfortable and supported throughout our recruitment process. If you have accessibility requirements or adjustments, please let us know. Your feedback will help us to improve this site.