Full-Time
Team lead – Scale customer success manager
Updated on 5/8/2024
Enterprise generative AI platform for businesses
Senior
San Francisco, CA, USA
- 3+ years in a CSM role in B2B SaaS
- Experience managing a high-volume book of business and building programs to support customers at scale
- Demonstrated proficiency in building playbooks and automation in CS tools
- 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
- Ability to prioritize, multi-task, and perform effectively under pressure
- Ability to analyze information, make connections, and demonstrate deep-level thinking
- Ability to collaborate with teams of all sizes while also being able to work independently as a self-starter
- Excellent relationship-building skills; ability to grow and nurture relationships with internal stakeholders
- 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
- Own and define strategy and process for a new, higher-touch tier of our scale segment while owning a book of business up to 100 customers
- Own everything from customer onboarding, training, ongoing nurture programs and best practices for your customers
- Drive adoption, value and retention as your primary measures of success
- Act as the advisor for customers; creating, owning and driving their overall success plan
- Develop expertise as an advisor of best practices in leveraging AI to at scale across an enterprise organization
- Run product workshops with customers to showcase use-cases for generative AI
- Lead webinars and roundtable discussions as a way to drive adoption and educate at scale
- Create and launch scaled automation playbooks to engage your customers at scale
- Analyze adoption data and usage patterns to gather insights and form opinion on new playbooks to tackle identified areas of opportunity for increasing customer value
- Own the full customer renewal process, including forecasting, negotiating, and proposal creation
- Be accountable to Gross dollar retention rate targets for your customers
- Work collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsell
- Collect and share insights that help Product identify both scalable and unscalable ways to educate and activate the user base on the product
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