Strategic customer success manager



501-1,000 employees

Generative AI platform enhancing enterprise productivity

AI & Machine Learning


Remote in USA

Required Skills
  • 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 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
  • Experience managing or owning large-scale deployments
  • 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 generative AI platform that significantly enhances productivity and creativity across various business functions, as evidenced by its deployment in leading enterprises such as Intuit, Spotify, and Deloitte. The platform's enterprise-grade security, compliance with major regulations, and customizable AI capabilities make it a reliable and adaptable tool for businesses. With its ability to automate repetitive tasks and generate high-quality content, Writer not only accelerates work output but also empowers teams to work more confidently and focus on more critical tasks.

Company Stage

Series B

Total Funding



San Francisco, California



Growth & Insights

6 month growth


1 year growth


2 year growth