Strategic Customer Success Manager

17 hours ago


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

Writer Corporation is a leading provider of full-stack generative AI platforms, empowering enterprises to transform their work processes and achieve transformative ROI. As a top 50 company in AI, according to Forbes, Writer has established itself as a trusted partner for hundreds of customers, including Accenture, Intuit, L'Oreal, and Vanguard.

About the Role

We are seeking a highly skilled Strategic Customer Success Manager to join our team, focusing on healthcare and life sciences. This individual will be responsible for helping our Fortune 50-100 healthcare and life sciences customers succeed with Writer, navigating complex customer relationships, and driving value across their businesses.

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 help customers drive adoption, business value, and renew 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 ensure strengthened partnerships and created 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 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 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.
  • 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, learning and development.
  • Company-wide off-sites and team off-sites.
  • Competitive compensation, company stock options, and 401k.


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