Scale customer success manager

About this roleWe’re 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 who’s 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, you’ll be on the ground-floor helping us build processes for onboarding, adoption, and retention and expansion.You'll be reporting to the Director of scaled programs and renewals and will be working very closely with our other Customer success managers in building a world-class CS org. ‍♀️ Your responsibilitiesOwn everything from customer onboarding, training, ongoing nurture programs and best practices for your book of businessDrive adoption, value and retention as your primary measures of successAct as the advisor for customers; creating, owning and driving their overall success planDevelop expertise as an advisor of best practices in leveraging AI to at scale across an enterprise organizationRun product workshops, lead webinars and roundtable discussions with customers to showcase use-cases for generative AI and drive adoptionAnalyze adoption data and usage patterns to gather insights and form opinion on new playbooks to tackle identified areas of opportunity for increasing customer valueBe accountable to Gross dollar retention rate targets for your customersWork collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsellCollect 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 SaaSExperience managing a high-volume book of business and building programs to support customers at scaleDemonstrated proficiency in building playbooks and automation in CS toolsExperience carrying and regularly exceeding a GRR and NRR targetExperience in deepening adoption within a team as well as introducing a product across many teams in an organizationAbility to prioritize, multi-task, and perform effectively under pressureAbility to analyze information, make connections, and demonstrate deep-level thinkingAbility to collaborate with teams of all sizes while also being able to work independently as a self-starterExcellent relationship-building skills; ability to grow and nurture relationships with internal stakeholdersAnd:Proactive communication skills, both sync and asyncIntrinsically motivated: you set the highest possible bar for what you build, write, shipIncredibly curious and an active listenerA great presenterA genuine leaderA connection to our mission of Great writing for everyoneA natural affinity to our values of Connect, Challenge, Own#LI-Hybrid Benefits & perks (US Full-time employees)Generous PTO, plus company holidaysMedical, dental, and vision coverage for you and your familyPaid parental leave for all parents (12 weeks)Fertility and family planning supportEarly-detection cancer testing through GalleriFlexible spending account and dependent FSA optionsHealth savings account for eligible plans with company contributionAnnual work-life stipends for:Home office setup, cell phone, internetWellness stipend for gym, massage/chiropractor, personal training, etc.Learning and development stipendCompany-wide off-sites and team off-sitesCompetitive compensation, company stock options and 401kWriter 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.By submitting your application on the application page, you acknowledge and agree to Writer's Global Candidate Privacy Notice.

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