Director Strategic customer success
Director Strategic customer success
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Job Description
About this role
As our Director Strategic Customer Success youll be responsible for leading a highperforming customer success team that works with CIOs and Business Leaders at Fortune 500/Global 2000 companies. Youll lead a team of 68 Strategic CSMs focused on adoption retention expansion and ROI measurement. Youll be expected to deliver on revenue targets be active in the field with your team improve existing processes and help Writer improve how we work with Strategic customers. A critical part of the role is providing guidance coaching and support to your team to enable individual and collective success.
Your positivity sense of curiosity winning mindset 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. As a core leader in the business youll be reporting to our VP Customer Success.
Your responsibilities:
Deliver against aggressive but attainable NRR/GRR targets to continue building and developing Writers success with strategic customers
Drive CSMs to effectively lead customers through a defined success delivery methodology
Hire and develop CSM talent aligned with our connect/challenge/own company values creating personal development plans for each individual contributor to grow
Collaborate with crossfunctional teams including Sales Marketing Solutions Architecture and Product to align solutions that drive meaningful Business Value for our customers.
Provide regular GRR/NRR forecasts performance reports and insights to senior leadership highlighting key metrics and areas for improvement
Foster a culture of highperformance collaboration and continuous learning within the CSM team. Model the integrity attitude and sense of urgency that youll expect from your team.
Establish and personally maintain strong relationships with key customer executives acting as a trusted advisor and advocate
Is this you
10 years in SaaS with engaging Fortune 500/Global 2000
5 years in Success Leadership or similar leadership role
Highly strategic with deep experience in consultative complex delivery methodology
Proven experience building and leading a team from an early stage
Proven ability to work across the GTM organization to strategize plan and execute a crossfunctional approach
Handson success leader energized by the transformative potential of generative AI and working with talented CSMs
Commuting distance to a Writer Hub: New York City San Francisco Austin Chicago
#LIHybrid
Benefits & perks (US Fulltime 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
Earlydetection cancer testing through Galleri
Flexible spending account and dependent FSA options
Health savings account for eligible plans with company contribution
Annual worklife stipends for:
Home office setup cell phone internet
Wellness stipend for gym massage/chiropractor personal training etc.
Learning and development stipend
Companywide offsites and team offsites
Competitive compensation company stock options and 401k
Writer is an equalopportunity employer and is committed to diversity. We dont 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 Writers Global Candidate Privacy Notice.
Required Experience:
Director
Employment Type
Full-Time
