Enterprise customer success manager
Enterprise customer success manager
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Salary Not Disclosed
1 Vacancy
Job Description
About this role
Great writing for everyone. Its our vision for Writer and our customers vision for their teams. Were looking for an Enterprise 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 our customer success manager youll be on the groundfloor helping us build processes for onboarding adoption and retention. Our NRR is 130 and GRR is 95 so youll be starting from a great foundation.
Youll be reporting to the Manager of enterprise customer success and be working very closely with our other customer success managers in building a worldclass CS org.
Your responsibilities
Act as the single pointperson 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 crosssell and upsell
Develop new and existing relationships across your customers to ensure weve strengthened our partnership and created new advocates across the customers 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
5 years in a CSM role in Enterprise B2B SaaS
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
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
#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:
Manager
Employment Type
Full-Time
