Strategic Customer Success Manager

4 days ago

San Francisco, California, United States Writer Corporation Full time
About Writer

Writer is a cutting-edge generative AI platform that empowers leading enterprises to transform their work processes. As a strategic partner, we help organizations like Accenture, Intuit, and L'Oreal accelerate growth, increase productivity, and ensure compliance. Our all-in-one solution provides enterprise-grade accuracy, security, and efficiency, making it easy to deploy customized AI apps and workflows.

Job Description

We are seeking a seasoned Strategic Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for driving the success of our Fortune 50-100 Healthcare and Life Sciences customers. Your primary focus will be on helping our customers achieve their goals with Writer, leveraging your expertise in healthcare workflows and customer success strategies.

Key Responsibilities
  • Act as the single point of contact for customers, creating and driving their overall success plan
  • Develop expertise as an advisor on best practices in developing AI-supported healthcare workflows
  • Meticulously project-manage programs to drive adoption, business value, and renewal usage of Writer
  • Own the full customer renewal process, including forecasting, negotiating, and proposal creation
  • Be accountable for 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 strengthen our partnership and create new advocates
  • 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
  • Analyze product usage data to provide deeper insights to customer champions and smarter understanding of customer adoption and value opportunities
Requirements
  • 7+ years of experience in a CSM role focused on Fortune 50-100 accounts, with at least 3 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 GRR and NRR targets, 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, motivating, unblocking, and overcoming barriers to large, transformational change
  • 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
Equal Opportunity Employer

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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