Senior scale customer success manager

✍🏽 About Writer

Writer is the full-stack generative AI platform delivering transformative ROI for the world’s leading enterprises. Named one of the top 50 companies in AI by Forbes, Writer empowers hundreds of customers like Accenture, Intuit, L’Oreal, and Vanguard to transform the way they work. 

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. 

Founded in 2020 with offices in San Francisco, New York City, and London, Writer is backed by strategic investors, including ICONIQ Growth, Insight Partners, WndrCo, Balderton Capital, and Aspect Ventures. 

Our team of over 200 employees thinks big and moves fast, and we’re looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work.

📐 About this role

Great writing, for everyone. It’s our vision for Writer, and our customers’ vision for their teams. We’re looking for a Senior scale customer success manager. Your top priority is helping customers succeed with Writer. 

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 Manager of enterprise customer successs and be working very closely with our other customer success managers in building a world-class customer success org.

🦸🏻‍♀️ Your responsibilities

• Own and define strategy and process for a new, higher-touch tier of our scale segment while owning a book of business up to 100 customers
• Own everything from customer onboarding, training, ongoing nurture programs and best practices for your customers
• Drive adoption, value and retention as your primary measures of success
• Act as the advisor for customers; creating, owning and driving their overall success plan
• Develop expertise as an advisor of best practices in leveraging AI to at scale across an enterprise organization
• Run product workshops with customers to showcase use-cases for generative AI
• Lead webinars and roundtable discussions as a way to drive adoption and educate at scale
• Create and launch scaled automation playbooks to engage your customers at scale
• Analyze adoption data and usage patterns to gather insights and form opinion on new playbooks to tackle identified areas of opportunity for increasing customer value
• Own the full customer renewal process, including forecasting, negotiating, and proposal creation.
• Be accountable to Gross dollar retention rate targets for your customers
• Work collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsell
• Collect and share insights that help Product identify both scalable and unscalable ways to educate and activate the user base on the product

⭐️ Is this you?

• 3+ years in a CSM role in B2B SaaS
• Experience managing a high-volume book of business and building programs to support customers at scale
• Demonstrated proficiency in building playbooks and automation in CS tools
• 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
• Ability to prioritize, multi-task, and perform effectively under pressure
• Ability to analyze information, make connections, and demonstrate deep-level thinking
• Ability to collaborate with teams of all sizes while also being able to work independently as a self-starter
• Excellent relationship-building skills; ability to grow and nurture relationships with internal stakeholders

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

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

🍩 Benefits & perks

• 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.