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Scale customer success manager
4 months ago
About Writer
AI your people will love. That's our vision, and it contains multitudes :-)
AI
your people
will love.
We're filling a big need for generative AI built ground-up for the needs of enterprises and embraced by their teams. As generative AI became a board-level initiative almost overnight for most enterprises, our market matured dramatically and we benefit from that tailwind. Our product is highly differentiated, our roadmap is transformative, and our customers are happy and vocal.
About this role
Great writing, for everyone. It’s our vision for Writer, and our customers’ vision for their teams. We’re looking for an Customer Success Manager, Scale whose top priority is helping customers succeed with Writer.
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 in building a World Class CS org.
????️ Your responsibilities
Own a book of business of up to 100 customers, driving adoption, value and retention as your primary measures of success
Own everything from customer onboarding, training, ongoing nurture programs and best practices for your customers
Act as the advisor for customers; creating, owning and driving their overall success plan
Develop expertise as an advisor of best practices in leveraging AI to at scale across an enterprise organization
Run product workshops with customers to showcase use-cases for generative AI
Lead webinars and roundtable discussions as a way to drive adoption and educate at scale
Create and launch scaled automation playbooks to engage your customers at scale
Analyze adoption data and usage patterns to gather insights and form opinion on new playbooks to tackle identified areas of opportunity for increasing customer value
Own the full customer renewal process, including forecasting, negotiating, and proposal creation.
Be accountable to Gross dollar retention rate targets for your customers
Work collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsell
Collect and share insights that help Product identify both scalable and unscalable ways to educate and activate the user base on the product
️ Is this you?
3+ years in a CSM role in B2B SaaS
Experience managing a high-volume book of business and building programs to support customers at scale
Demonstrated proficiency in building playbooks and automation in CS tools
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
Ability to prioritize, multi-task, and perform effectively under pressure
Ability to analyze information, make connections, and demonstrate deep-level thinking
Ability to collaborate with teams of all sizes while also being able to work independently as a self-starter
Excellent relationship-building skills; ability to grow and nurture relationships with internal stakeholders
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
We don’t spend frivolously, but we do take care of our own. Besides smart, sincere colleagues and a vibrant work environment, we are proud to offer:
Employer-covered medical plans, dental, vision, and life insurance
FSA
Competitive parental leave policy (parents actually work here)
Generous PTO
Company stock options
401k plan with employer matching
Flexible schedules
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.
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