Strategic Customer Success Manager
4 weeks ago
Writer is a full-stack generative AI platform that empowers leading enterprises to transform their work processes. With a strong focus on delivering transformative ROI, Writer has been named one of the top 50 companies in AI by Forbes.
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.
About the RoleWe're seeking an experienced Strategic Customer Success Manager to join our team. As a key member of our customer success organization, you will be responsible for helping our Fortune 50-100 customers succeed with Writer.
Your primary focus will be on developing and executing strategies to drive customer adoption, retention, and growth. You will work closely with our sales team to identify new opportunities and develop plans to expand our presence within existing customer accounts.
Key Responsibilities:
- Develop and execute customer success plans to drive adoption, retention, and growth
- Collaborate with sales teams to identify new opportunities and develop plans to expand our presence within existing customer accounts
- Provide exceptional customer service and support to ensure high levels of customer satisfaction
- Work closely with cross-functional teams to identify and address customer needs and pain points
- Develop and maintain relationships with key stakeholders at customer organizations
Requirements:
- 7+ years of experience in a customer success role, with a focus on Fortune 50-100 accounts
- Proven track record of delivering high-touch, white-glove service to large, key accounts
- Experience carrying and regularly exceeding GRR and NRR targets, including full ownership of the renewal process
- Ability to make the complex simple and communicate effectively with technical and non-technical stakeholders
- Strong analytical and problem-solving skills, with the ability to collect and analyze data to inform customer success strategies
We offer a competitive compensation package, including a base salary, bonus, and stock options. Additionally, we provide a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan.
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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