📐 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
🍩 Benefits & perks (UK full-time employees):
Generous PTO, plus company holidays
Comprehensive medical and dental insurance
Paid parental leave for all parents (12 weeks)
Fertility and family planning support
Early-detection cancer testing through Galleri
Competitive pension scheme and 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 and company stock options
#LI-Hybrid