Strategic customer success manager

1 week ago

Chicago, IL, United States Writer Corporation Full time
About this role

We're looking for a Strategic customer success manager whose top priority is helping our Fortune 50-100 customers succeed with WRITER. We need someone who's comfortable in a complex customer relationship environment navigating many relationships, project managing deliverables and driving value across an enterprise.

As our Strategic customer success manager, you'll be on the ground-floor helping us build processes for onboarding, adoption, and retention. Our NRR is +130%, and GRR is +95%, so you'll be starting from a great foundation.

You'll be reporting to the Director of customer success and be working very closely with our other customer success managers in building a world class CS org.

Your responsibilities
  • Act as the single point-person for customers; creating, owning and driving their overall success plan
  • Develop expertise as an advisor of best practices in developing on brand content at scale
  • Meticulously project manage programs that will help customers drive adoption, business value and renew usage of WRITER
  • Own the full customer renewal process, including forecasting, negotiating, and proposal creating
  • Be accountable to Gross and net dollar retention rate targets for your customers
  • Work collaboratively with Sales and 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 create new advocates across the customer's organization
  • Produce and then "processify" decks, Looms, and emails that help your customers onboard, adopt, and renew usage of WRITER at scale
  • Collect and share insights that help Product identify both 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
☆ Is this you?
  • 7+ years in a CSM role focused on Fortune 50-100 accounts
  • Experience delivering high-touch, white-glove service to large, key accounts
  • 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
  • Knowledge of editorial processes or working with Content marketing, Technical writing or UX teams a real plus
  • Experience managing or owning large-scale deployments is a real plus
And:
  • Proactive communication skills, both sync and async
  • Intrinsically motivated: you set the highest possible bar for what you build, write, ship
  • Incredibly curious and an active listener
  • A great presenter
  • A genuine leader
  • A connection to our mission of Great writing for everyone
  • A natural affinity to our values of Connect, Challenge, Own
Benefits & perks (US Full-time employees)
  • 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. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

By submitting your application on the application page, you acknowledge and agree to WRITER's Global Candidate Privacy Notice.

  • Sr. Customer Success Manager:

    2 weeks ago

    Chicago, IL, United States Akraya Full time

    Primary Skills: Customer Success (Expert), Digital Marketing (Expert), Program Management (Advanced), SaaS (Advanced), Telecommunications (Highly desirable) Contract Type: W2 Duration: 6+ Months (With the possible extension) Location: Chicago, IL/ Remote Pay Range: $45.00 - $50.00 per hour. on W2 Job Summary where we’re driving digital marketing innovation...

  • Sr. Customer Success Manager:

    20 hours ago

    Chicago, IL, United States Akraya Full time

    Primary Skills: Customer Success (Expert), Digital Marketing (Expert), Program Management (Advanced), SaaS (Advanced), Telecommunications (Highly desirable) Contract Type: W2 Duration: 6+ Months (With the possible extension) Location: Chicago, IL/ Remote Pay Range: $45.00 - $50.00 per hour. on W2 Job Summary where we’re driving digital marketing innovation...

  • Sr. Customer Success Manager:

    7 days ago

    Chicago, IL, United States Akraya Full time

    Primary Skills: Customer Success (Expert), Digital Marketing (Expert), Program Management (Advanced), SaaS (Advanced), Telecommunications (Highly desirable) Contract Type: W2 Duration: 6+ Months (With the possible extension) Location: Chicago, IL/ Remote Pay Range: $45.00 - $50.00 per hour. on W2 Job Summary where we’re driving digital marketing innovation...

  • Senior Customer Success Manager

    2 weeks ago

    Chicago, IL, United States MongoDB Full time

    Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. We are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer centric approach and helping to build the program. In this role you will also become a main point...

  • Customer Success Manager

    2 weeks ago

    Chicago, IL, United States The Nielsen Company Full time

    Company Description At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it's consumed. Together, we are proudly...

  • Customer Success Manager

    3 days ago

    Chicago, IL, United States Compass to Care Full time

    At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we're revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients. Please note: this role is 100% in-office in Chicago, IL (Bucktown Office) As a...

  • Customer Success Manager

    3 days ago

    Chicago, IL, United States ECP Full time

    ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new...

  • Customer Success Manager

    3 days ago

    Chicago, IL, United States AwardSpring Full time

    About AwardSpring AwardSpring is transforming the way scholarships are managed, making it easier for organizations to administer scholarships and for students to access funding. Our platform streamlines the entire scholarship lifecycle-from application and review to awarding and donor management. As we grow, we're looking for a Customer Success Manager (CSM)...

  • Senior Customer Success Manager

    2 weeks ago

    Chicago, IL, United States FourKites, Inc. Full time

    Join a fast-paced, innovative, data-driven startup named 2021 Best Tech Start ups In Chicago, that is changing the Supply Chain industry through real time tracking and end-to-end visibility. About the role: FourKites is looking for an ambitious and experienced Senior Customer Success Manager to join our team! You will provide the best customer experience by...

  • Enterprise Customer Success Manager

    1 week ago

    Chicago, IL, United States Askable Full time

    US Heads up! This role is based in-person at our office in Fulton Market West Loop area, Chicago. US-------------------- About Askable Hey there! We're Askable - the world's most loved user research platform, trusted by global brands like Mars, Mastercard, Visa, Pizza Hut, and Accenture. Founded in Australia in 2017, Askable began as an idea scribbled on a...