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About This Role
Great writing, for everyone. It’s our vision for Writer, and our customers’ vision for their teams. We’re looking for a Scaled Customer Success Manager whose top priority is helping customers succeed with Writer. Our product is adopted across organizations, so we need someone comfortable navigating complex customer relationships, managing deliverables, and driving value across their business.
As a Scaled Customer Success Manager, you’ll help build processes for onboarding, adoption, retention, and expansion. You’ll report to the Director of Scaled Programs and work closely with other Customer Success Managers to build a world-class CS organization.
Your Responsibilities
- Own customer onboarding, training, nurture programs, and best practices for your book of business.
- Drive adoption, value, and retention as primary success metrics.
- Act as an advisor, creating and driving success plans for customers.
- Develop expertise in leveraging AI at scale across enterprises.
- Run workshops, webinars, and discussions to showcase generative AI use-cases and drive adoption.
- Analyze data to identify opportunities for increasing customer value.
- Be accountable for gross dollar retention targets.
- Collaborate with Sales to identify revenue growth, cross-sell, and upsell opportunities.
- Share insights to help Product improve customer education and activation strategies.
Is this you?
- 3+ years in a B2B SaaS Customer Success role.
- Experience managing high-volume accounts and building scalable programs.
- Proficiency in creating playbooks and automations in CS tools.
- Track record of exceeding GRR and NRR targets.
- Experience driving adoption within teams and across organizations.
- Strong prioritization, multitasking, and analytical skills.
- Excellent relationship-building and stakeholder management skills.
- Proactive communication skills, both synchronous and asynchronous.
- Self-motivated, curious, a great presenter, and a natural leader.
- Aligned with our mission of great writing for everyone and our values of Connect, Challenge, Own.
Benefits & Perks (US Full-time)
- Generous PTO, holidays, and health coverage.
- Paid parental leave, fertility support, and wellness stipends.
- Flexible spending accounts, health savings accounts, and annual stipends for home office, wellness, and learning.
- Company off-sites, stock options, and 401k.
Writer is an equal-opportunity employer committed to diversity. We consider qualified applicants regardless of race, gender, religion, or other protected categories.
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Additional Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Other
- Industry: Software Development