Scale customer success manager
Scale customer success manager
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Job Description
About this role
Great writing for everyone. Its our vision for Writer and our customers vision for their teams. Were looking for a Scaled Customer Success Manager whose top priority is helping customers succeed with Writer. Our Product is adopted across an organization so we need someone whos comfortable in a complex customer relationship environment navigating many relationships project managing deliverables and driving value across their business.
As a Scaled Customer Success Manager youll be on the groundfloor helping us build processes for onboarding adoption and retention and expansion.
Youll be reporting to the Director of Scaled Programs & Renewals and will be working very closely with our other Customer Success Managers in building a worldclass CS org.
Your responsibilities
Own everything from customer onboarding training ongoing nurture programs and best practices for your book of business
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 lead webinars and roundtable discussions with customers to showcase usecases for generative AI and drive adoption
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
Be accountable to Gross dollar retention rate targets for your customers
Work collaboratively with Sales and introduce opportunities for revenue growth crosssell 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 highvolume 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
Experience in deepening adoption within a team as well as introducing a product across many teams in an organization
Ability to prioritize multitask and perform effectively under pressure
Ability to analyze information make connections and demonstrate deeplevel thinking
Ability to collaborate with teams of all sizes while also being able to work independently as a selfstarter
Excellent relationshipbuilding 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
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:
Manager
Employment Type
Full-Time
