WRITER
Strategic Customer Success Manager (WRITER)
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Strategic Customer Success Manager
role at
WRITER .
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 Strategic Customer Success Manager whose top priority is helping our Fortune 50‑100 customers succeed with WRITER. Our product is adopted across an organization, so we need someone who’s comfortable navigating a complex customer relationship environment, project‑managing deliverables, and driving value across their business.
Your responsibilities
Act as the single point‑person 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 help customers drive adoption, business value and renew usage of WRITER
Own the full customer renewal process, including forecasting, negotiating and proposal creation
Be accountable to Gross and net dollar retention rate targets for your customers
Work collaboratively with Sales and introduce opportunities for revenue growth, cross‑sell and upsell
Develop new and existing relationships across your customers to strengthen partnerships and create new advocates across the customer’s 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 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?
7+ years in a CSM role focused on Fortune 50‑100 accounts
Experience delivering high‑touch, white‑glove service to large, key accounts
Experience carrying and regularly exceeding GRR and NRR targets, including full ownership of Renewal
Experience 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 – motivating, unblocking and overcoming barriers to large, transformational change
Ability to make the complex simple
Knowledge of editorial processes or working with Content marketing, Technical writing or UX teams is a real plus
Experience managing or owning large‑scale deployments is a real plus
Additional attributes
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 Full‑time 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
Early‑detection cancer testing through Galleri
Flexible spending account and dependent FSA options
Health savings account for eligible plans with company contribution
Annual work‑life stipends for:
Home office setup, cell phone, internet
Wellness stipend for gym, massage/chiropractor, personal training, etc.
Learning and development stipend
Company‑wide off‑sites and team off‑sites
Competitive compensation, company stock options and 401k
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industries: Software Development
Equal‑Opportunity Statement WRITER 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.
Privacy Notice By submitting your application on the application page, you acknowledge and agree to WRITER's Global Candidate Privacy Notice.
#J-18808-Ljbffr
Strategic Customer Success Manager
role at
WRITER .
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 Strategic Customer Success Manager whose top priority is helping our Fortune 50‑100 customers succeed with WRITER. Our product is adopted across an organization, so we need someone who’s comfortable navigating a complex customer relationship environment, project‑managing deliverables, and driving value across their business.
Your responsibilities
Act as the single point‑person 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 help customers drive adoption, business value and renew usage of WRITER
Own the full customer renewal process, including forecasting, negotiating and proposal creation
Be accountable to Gross and net dollar retention rate targets for your customers
Work collaboratively with Sales and introduce opportunities for revenue growth, cross‑sell and upsell
Develop new and existing relationships across your customers to strengthen partnerships and create new advocates across the customer’s 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 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?
7+ years in a CSM role focused on Fortune 50‑100 accounts
Experience delivering high‑touch, white‑glove service to large, key accounts
Experience carrying and regularly exceeding GRR and NRR targets, including full ownership of Renewal
Experience 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 – motivating, unblocking and overcoming barriers to large, transformational change
Ability to make the complex simple
Knowledge of editorial processes or working with Content marketing, Technical writing or UX teams is a real plus
Experience managing or owning large‑scale deployments is a real plus
Additional attributes
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 Full‑time 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
Early‑detection cancer testing through Galleri
Flexible spending account and dependent FSA options
Health savings account for eligible plans with company contribution
Annual work‑life stipends for:
Home office setup, cell phone, internet
Wellness stipend for gym, massage/chiropractor, personal training, etc.
Learning and development stipend
Company‑wide off‑sites and team off‑sites
Competitive compensation, company stock options and 401k
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industries: Software Development
Equal‑Opportunity Statement WRITER 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.
Privacy Notice By submitting your application on the application page, you acknowledge and agree to WRITER's Global Candidate Privacy Notice.
#J-18808-Ljbffr