Strategic customer success manager

📐 About this role

Great writing, for everyone. It’s our vision for Writer, and our customers’ vision for their teams. We’re looking for an Strategic customer success manager whose top priority is helping our Fortune 50-100 customers succeed with Writer. Our Product is adopted across an organization, so we need someone who’s comfortable in a complex customer relationship environment navigating many relationships, project managing deliverables and driving value across their business.

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 created 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

• #LI-Hybrid

🍩 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.

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