Strategic Customer Success Manager

2 days ago

New York, New York, United States Writer Corporation Full time
About Writer

Writer is a full-stack generative AI platform that empowers enterprises to transform the way they work. As a strategic customer success manager, you will play a crucial role in helping our Fortune 50-100 Healthcare and Life Sciences customers succeed with Writer.

Job Summary

We are seeking a seasoned customer success manager with a strong background in healthcare and life sciences to join our team. As a strategic customer success manager, you will be responsible for driving customer adoption, business value, and renewal usage of Writer. You will work closely with our sales team to introduce opportunities for revenue growth, cross-sell, and upsell.

Key Responsibilities
  • Act as the single point person for customers, creating and driving their overall success plan
  • Develop expertise as an advisor of best practices in developing AI-supported healthcare workflows
  • Meticulously project-manage programs to help customers drive adoption, business value, and renewal 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 to 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 processify decks, Looms, and emails to help customers onboard, adopt, and renew usage of Writer at scale
  • Collect and share insights to help product identify 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
Requirements
  • 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
What We Offer
  • 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.

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