Full-Time
Enterprise customer success manager
Posted on 4/25/2024
Enterprise generative AI platform for businesses
Senior
Remote in USA
- 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
- Knowledge of editorial processes or working with Content Marketing, Technical Writing or UX teams
- Proactive communication skills, both sync and async
- Intrinsically motivated
- 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
- 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 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, cross-sell and upsell
- Develop new and existing relationships across your customers to ensure we’ve strengthened our partnership and created 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 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
Writer is a foremost enterprise generative AI platform employing state-of-the-art technologies like LLMs, NLP, and ML to enhance work processes across different business sectors. Not only does the platform offer compliance with critical standards such as SOC 2 Type II, GDPR, HIPAA, and PCI, ensuring security and transparency, but it also caters to industry-leading clients like Intuit and Spotify. This blend of technological adeptness and stringent security measures makes it an attractive environment for those passionate about advancing AI technology in a secure and regulated framework.
Company Stage
Series B
Total Funding
$126M
Headquarters
San Francisco, California
Founded
2020