Strategic customer success manager, healthcare

2 months ago

New York, United States Writer Corporation Full time
About Writer

Writer is the full-stack generative AI platform delivering transformative ROI for the world's leading enterprises. Named one of the top 50 companies in AI by Forbes, Writer empowers hundreds of customers like Accenture, Intuit, L'Oreal, and Vanguard to transform the way they work.

Our all-in-one solution makes it easy to deploy customized AI apps and workflows that accelerate growth, increase productivity, and ensure compliance. Designed to provide enterprise-grade accuracy, security, and efficiency, Writer's suite of development tools is supported by Palmyra - Writer's state-of-the-art family of LLMs - alongside our industry-leading graph-based RAG and customizable AI guardrails.

Founded in 2020 with offices in San Francisco, New York City, and London, Writer is backed by strategic investors, including ICONIQ Growth, Insight Partners, WndrCo, Balderton Capital, and Aspect Ventures.

Our team of over 200 employees thinks big and moves fast, and we're looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work.

About this role

Great writing, for everyone. It's our vision for Writer, and our customers' vision for their teams. We're looking for a healthcare and life-sciences focused strategic customer success manager whose top priority is helping our Fortune 50-100 Healthcare and Life Sciences 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, ad is comfortable with the language and particularities of healthcare workflows.

As our strategic customer success manager healthcare specialist, 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 VP Customer Success and be working very closely with our other customer success managers as well as our Healthcare Pod leadership in building a World Class CS org.

Your responsibilities
  • Act as the single point person for customers; creating, owning and driving their overall success plan
  • Develop expertise as an advisor of best practices in developing AI supported healthcare workflows
  • Meticulously project-manage programs that will help customers drive adoption, business value and renew usage of Writer
  • Own the full customer renewal process, including forecasting, negotiating, and proposal creation.
  • Be accountable to Gross and Net dollar retention rate targets for your customers
  • Work collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsell
  • Develop new and existing relationships across your customers to ensure we've strengthened our partnership and created new advocates across the customer's organization
  • Produce and then "processify" decks, Looms, and emails that help your customers onboard, adopt, and renew usage of Writer at scale
  • Collect and share insights that help Product identify both scalable and unscalable ways to educate and activate the user base on the product
  • Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities
☆ Is this you?
  • 7+ years in a CSM role focused on Fortune 50-100 accounts, with at least 3 of those years focused on healthcare - particularly large health insurers, health systems, and/or life-science firms
  • Experience delivering high-touch, white-glove service to large, key accounts in healthcare
  • Experience carrying and regularly exceeding a GRR and NRR target, including full ownership of the Renewal
  • Experience in deepening adoption within a team as well as introducing a product across many teams in an organization
  • Experience managing and building relationships across multiple stakeholder levels, including C-Level
  • Experience in the art of Change Management. You know how to motivate, unblock and overcome barriers to large, transformational change
  • An ability to make the complex simple
  • Training and experience as a clinician (RN, BSN, PT, PA, NP, etc) is a real plus
  • Experience managing or owning large-scale deployments is a real plus
And:
  • Proactive communication skills, both sync and async
  • Intrinsically motivated: you set the highest possible bar for what you build, write, ship
  • Incredibly curious and an active listener
  • A great presenter
  • A genuine leader
  • A connection to our mission of Great writing for everyone
  • A natural affinity to our values of Connect, Challenge, Own
Curious to learn more about who we are and how we operate? Visit us here

Benefits & perks
  • Generous PTO, plus company holidays
  • Medical, dental, and vision coverage for you and your family
  • Paid parental leave for all parents (12 weeks)
  • Fertility and family planning support
  • Early-detection cancer testing through Galleri
  • Flexible spending account and dependent FSA options
  • Health savings account for eligible plans with company contribution
  • Annual work-life stipends for:
    • Home office setup, cell phone, internet
    • Wellness stipend for gym, massage/chiropractor, personal training, etc.
    • Learning and development stipend
  • Company-wide off-sites and team off-sites
  • Competitive compensation, company stock options and 401k

Writer 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.

  • Strategic Customer Success Manager

    4 weeks ago

    New York, United States Darktrace Limited Full time

    Job Summary As a Strategic Customer Success Manager, you will be responsible for driving customer satisfaction, retention, and growth through a proactive, white-glove approach. Leveraging a deep understanding of both the customer's business goals and Darktrace product offerings, you will develop strong relationships with key stakeholders and align our...

  • Customer Success Manager

    2 weeks ago

    New York, United States ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    The Company:Globally established, best-in-class solution, providing a social & email management platform.AI-powered to optimise everything the user does. It can even run campaigns completely autonomously.A recognised SaaS platform with a positive social and economic impact!The Opportunity:Reporting directly to the COO, you’ll be joining a small, but...

  • Strategic Customer Success Manager

    4 weeks ago

    New York, United States Darktrace Limited Full time

    Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 9,000 customers from the world's most complex threats, including ransomware, cloud, and SaaS attacks. Our roots lie deep in...

  • Customer Success Manager

    2 weeks ago

    New York, United States ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    The Company:Globally established, best-in-class solution, providing a social & email management platform.AI-powered to optimise everything the user does. It can even run campaigns completely autonomously.A recognised SaaS platform with a positive social and economic impact!The Opportunity:Reporting directly to the COO, you’ll be joining a small, but...

  • Customer Success Manager, Strategic

    4 weeks ago

    New York, United States Wunderkind Full time

    Why You're Important to Us: Wunderkind is looking for a self-starting and dynamic Customer Success Manager to help senior leaders at some of the largest, most recognizable brands in the world solve their most pressing digital problems through our cutting edge software platform. The Customer Success Manager role involves a consultative and holistic approach...

  • Strategic Customer Success Manager

    6 days ago

    New York, New York, United States Updater Full time

    Job OverviewPosition SummaryAre you recognized as a "people person" or the go-to individual for advice? Do you enjoy innovative thinking to enhance user engagement? If you thrive on guiding clients through a smooth onboarding process, educating them on new product features, translating data into measurable outcomes, and fostering strong relationships, this...

  • Strategic Customer Success Manager

    2 months ago

    New York, United States Cortex Sustainability Intelligence Full time

    Customer Success Manager The Cortex Customer Success team works directly with our customers to define outcomes and deliver value through the adoption of our smart building analytics product. We are growing rapidly and looking for a Customer Success Manager (CSM) with a customer-first mentality that understands the value of cultivating relationships with our...

  • Strategic Customer Success Manager

    3 months ago

    New York, United States Cortex Sustainability Intelligence Full time

    Job DescriptionJob DescriptionCustomer Success ManagerThe Cortex Customer Success team works directly with our customers to define outcomes and deliver value through the adoption of our smart building analytics product. We are growing rapidly and looking for a Customer Success Manager (CSM) with a customer-first mentality that understands the value of...

  • Senior Customer Success Manager, Strategic

    4 weeks ago

    New York, United States Wunderkind Full time

    Why You're Important to Us: Wunderkind is looking for a self-starting and dynamic Senior Customer Success Manager who will help senior leaders at large companies solve their most pressing digital problems through our cutting edge software platform. The Senior Customer Success Manager will be tasked with building, maintaining, and growing relationships with...

  • Strategic Customer Success Lead

    6 days ago

    New York, New York, United States Wunderkind Full time

    Why Your Role Matters: Wunderkind is in search of a proactive and energetic Strategic Customer Success Lead to assist senior executives at some of the most renowned brands globally in addressing their critical digital challenges through our innovative software platform. The Strategic Customer Success Lead position requires a consultative and comprehensive...

  • Strategic Customer Success Lead

    13 hours ago

    New York, New York, United States TechSee Full time

    Company Overview:TechSee is an innovative SaaS company focused on Multi-Sensory AI solutions for enhancing customer service and experience. We have revolutionized the customer and field service sectors by being pioneers in remote visual support, holding multiple patents in AI and augmented reality technologies.About the Role:The Customer Success Manager will...

  • Strategic Enterprise Customer Success Lead

    5 days ago

    New York, New York, United States Navan Full time

    As a Strategic Enterprise Customer Success Lead, you will serve as a vital partner to our key named and strategic clients, guiding them to achieve success with our platform and ensuring they derive maximum value from our solutions throughout their engagement. Your responsibilities will include comprehending customer needs, facilitating the onboarding of new...

  • Strategic Customer Success Manager

    2 weeks ago

    New York, New York, United States Kustomer Full time

    Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more...

  • Strategic Customer Success Manager

    3 months ago

    New York, New York, United States Kustomer Full time

    About KustomerKustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and...

  • Strategic Customer Success Lead

    5 days ago

    New York, New York, United States TechSee Full time

    About TechSee:TechSee is an innovative SaaS startup focused on Multi-Sensory AI solutions tailored for customer service and experience. Our company has revolutionized the customer and field service sectors by pioneering remote visual support, holding multiple patents in AI and augmented reality technologies.Our Platform:We offer a unique platform that...

  • Customer Success Manager

    4 weeks ago

    New York, United States Blue Orange Digital Full time

    Company Overview: Blue Orange Digital is a cloud-based data transformation and predictive analytics development firm with offices in NYC and Washington, DC. From startups to Fortune 500s, we help companies make sense of their business challenges by applying modern data analytics techniques, visualizations, and AI/ML. Founded by engineers, we love passionate...

  • Customer Success Manager

    4 weeks ago

    New York, New York, United States Blue Orange Digital Full time

    Company Overview:Blue Orange Digital is a cloud-based data transformation and predictive analytics development firm with offices in NYC and Washington, DC. From startups to Fortune 500s, we help companies make sense of their business challenges by applying modern data analytics techniques, visualizations, and AI/ML. Founded by engineers, we love passionate...

  • Customer Success Manager

    1 month ago

    New York, United States FlowX Full time

    FlowX is a leading provider of AI-powered application modernization solutions, dedicated to expediting the digital transformation journey for global financial institutions. Through its innovative solutions, clients realize swift ROI, substantial cost savings, and unlock new revenue opportunities. Recently, FlowX secured the largest Series A funding round for...

  • Customer Success Manager

    3 weeks ago

    New York, United States FlowX Full time

    Job DescriptionJob DescriptionFlowX is a leading provider of AI-powered application modernization solutions, dedicated to expediting the digital transformation journey for global financial institutions. Through its innovative solutions, clients realize swift ROI, substantial cost savings, and unlock new revenue opportunities. Recently, FlowX secured the...

  • Customer Success Manager

    1 month ago

    New York, United States FlowX Full time

    Job DescriptionJob DescriptionFlowX is a leading provider of AI-powered application modernization solutions, dedicated to expediting the digital transformation journey for global financial institutions. Through its innovative solutions, clients realize swift ROI, substantial cost savings, and unlock new revenue opportunities. Recently, FlowX secured the...