Enterprise Customer Success Strategist
6 days ago
About Writer Corporation
Writer is a cutting-edge AI platform transforming the way leading enterprises work. As one of the top 50 companies in AI by Forbes and a best place to work by Inc. Magazine, Writer empowers its customers with secure and reliable AI applications that solve mission-critical business challenges.
The company's fully integrated solution makes it easy for clients to deploy development tools powered by Palmyra – Writer's state-of-the-art family of LLMs — alongside industry-leading graph-based RAG and customizable AI guardrails.
Founded in 2020, our team of over 250 employees thinks big and moves fast, seeking smart, hardworking builders and scalers to join us on our journey to create a better future of work.
About this role
We're looking for an Enterprise customer success manager whose top priority is helping customers succeed with Writer. This role requires someone comfortable navigating complex client relationships, project managing deliverables, and driving value across multiple teams within an organization.
As our customer success manager, you'll be instrumental in building processes for onboarding, adoption, and retention, leveraging the company's impressive NRR (+130%) and GRR (+95%"). You will report to the Manager of enterprise customer success and work closely with other customer success managers to build a world-class CS org.
Your responsibilities
*Act as the single point-person for clients; creating, owning, and driving their overall success plan.
*Develop expertise as an advisor of best practices in developing branded content at scale.
*Meticulously project manage programs that help 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 clients.
*Work collaboratively with Sales and introduce opportunities for revenue growth, cross-sell, and upsell.
*Develop new and existing relationships across clients to strengthen partnerships and create advocates within their organizations.
*Produce and then "processify" decks, Looms, and emails that help clients onboard, adopt, and renew usage of Writer at scale.
*Collect and share insights that 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.
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