Manager, strategic customer success

✍🏽 About Writer

AI your people will love. That's our vision, and it contains multitudes :-)

AI

your people

will love.

We're filling a big need for generative AI built ground-up for the needs of enterprises and embraced by their teams. As generative AI became a board-level initiative almost overnight for most enterprises, our market matured dramatically and we benefit from that tailwind. Our product is highly differentiated, our roadmap is transformative, and our customers are happy and vocal.

Manager of Enterprise Customer Success Management  

Job Description

(North America)

📐 About this role

Every company grows differently, and we grow when we help our users write better, faster. 

As the Manager of strategic customer success management, you'll lead and grow a team of strategic CSMs with an objective to define, deliver, measure and demonstrate incredible value for our enterprise customers. Your responsibilities will span across our global enterprise business.  You'll develop the strategy, plan and playbooks to deliver value, create better connections with our customers, drive adoption and value realization. You’ll work in lock-step with our services team to deliver an incredible experience, as well as our cross-functional partners in sales, marketing and product.  CSMs are the accountable owners for our renewals, so you will be the overarching owner of our GRR and NRR metrics.

Your positivity, sense of curiosity, and ability to create champions from early adopters in the AI writing space will help shape our entire culture. If you have a builder mentality, this is the role for you.

You’ll grow the team, including building additional leadership support to your CSMs.

As a senior leader in the business, you'll be reporting to our Director of customer success..

🦸🏻‍♀️ Your responsibilities

• Lead multiple teams of CSMs responsible for adoption, value creation and renewals
• Act as the accountable owner for financial KPIs including GRR, NRR
• Own operational metrics such as customer adoption, and customer moments of advocacy
• Provide guidance, coaching, and support to ensure the team's success in achieving customer value and retention goals.
• Find new ways to expose and showcase the massive value we’re creating for customers
• Own renewal forecasting and risk management processes to ensure we’re driving predictability across our customer business
• Develop and implement customer success strategies, process and initiatives to drive customer adoption, utilization, and overall success.
• Collaborate with cross-functional teams, including sales, marketing, and product, to align customer success efforts with overall business objectives.
• Establish and personally maintain strong relationships with key customer executives, acting as a trusted advisor and advocate.
• Monitor and analyze customer success metrics, such as customer adoption, retention, and expansion, and develop action plans to address any areas of improvement.
• Develop and implement customer success processes and best practices to enhance the overall customer experience.
• Collaborate with the product team to provide customer feedback and insights for product enhancements and new feature development.
• Prepare and present regular reports and updates on customer success metrics and initiatives to senior management.

⭐️ Is this you?

• 8+ years in SaaS with 5+ years demonstrated progressive experience managing B2B Enterprise CSM teams between 5-10 individuals
• Highly strategic with deep experience in consultative, large enterprise customer environments
• Proven experience building and leading a team from an early stage
• Experience managing a team that’s working primarily with customers across the Fortune 100, preferably selling into CIO or CMO personas 
• Has owned and significantly improved retention metrics 
• Operationally excellent, with demonstrated experiences building a highly prescriptive, value-based approach to customer engagements 
• Proven ability to work across the GTM organization to strategize, plan and execute a cross-functional approach to bringing value-add services to market
• Highly tenured at working directly with C-suite stakeholders in large enterprise organizations
• Demonstrated ability to drive efficiency with process improvement and systems 

Curious to learn more about who we are and how we operate? Visit us here

🍩 Benefits

• We don’t spend frivolously, but we do take care of our own. Besides smart, sincere colleagues and a vibrant work environment, we are proud to offer:
• Employer-covered medical plans, dental, vision, and life insurance
• FSA
• Competitive parental leave policy (parents actually work here!)
• Generous PTO
• Company stock options
• 401k plan with employer matching
• Flexible schedules

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.