Strategic customer success manager

About This RoleGreat writing, for everyone. It's our vision for Writer, and our customers' vision for their teams. We're looking for a Strategic Customer Success Manager whose top priority is helping our Fortune 50-100 customers succeed with Writer. Our Product is adopted across an organization, so we need someone who's comfortable in a complex customer relationship environment navigating many relationships, project managing deliverables and driving value across their business.As our Strategic Customer Success Manager, you'll be on the ground-floor helping us build processes for onboarding, adoption, and retention. Our NRR is +130%, and GRR is +95%, so you'll be starting from a great foundation.You'll be reporting to the Director of Customer Success and be working very closely with our other Customer Success Managers in building a world class CS org.Your ResponsibilitiesAct as the single point-person for customers; creating, owning and driving their overall success planDevelop expertise as an advisor of best practices in developing on brand content at scaleMeticulously project manage programs that will help customers drive adoption, business value and renew usage of WriterOwn the full customer renewal process, including forecasting, negotiating, and proposal creatingBe accountable to Gross and net dollar retention rate targets for your customersWork collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsellDevelop new and existing relationships across your customers to ensure we've strengthened our partnership and create new advocates across the customer's organizationProduce and then "processify" decks, Looms, and emails that help your customers onboard, adopt, and renew usage of Writer at scaleCollect and share insights that help Product identify both scalable and unscalable ways to educate and activate the user base on the productAnalyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunitiesIs This You?7+ years in a CSM role focused on Fortune 50-100 accountsExperience delivering high-touch, white-glove service to large, key accountsExperience carrying and regularly exceeding a GRR and NRR target, including full ownership of the RenewalExperience in deepening adoption within a team as well as introducing a product across many teams in an organizationExperience managing and building relationships across multiple stakeholder levels, including C-LevelExperience in the art of Change management. You know how to motivate, unblock and overcome barriers to large, transformational changeAn ability to make the complex simpleKnowledge of editorial processes or working with Content marketing, Technical writing or UX teams a real plusExperience managing or owning large-scale deployments is a real plusProactive communication skills, both sync and asyncIntrinsically motivated: you set the highest possible bar for what you build, write, shipIncredibly curious and an active listenerA great presenterA genuine leaderA connection to our mission of Great writing for everyoneA natural affinity to our values of Connect, Challenge, Own???? Benefits & Perks (US Full-time Employees)Generous PTO, plus company holidaysMedical, dental, and vision coverage for you and your familyPaid parental leave for all parents (12 weeks)Fertility and family planning supportEarly-detection cancer testing through GalleriFlexible spending account and dependent FSA optionsHealth savings account for eligible plans with company contributionAnnual work-life stipends for:Home office setup, cell phone, internetWellness stipend for gym, massage/chiropractor, personal training, etc.Learning and development stipendCompany-wide off-sites and team off-sitesCompetitive compensation, company stock options and 401kWriter is an equal-opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.By submitting your application on the application page, you acknowledge and agree to Writer's Global Candidate Privacy Notice.