✍🏽 About Writer

AI your people will love. That’s our vision, and it contains multitudes :-)

AI

your people

will love.

We’re filling a big need for generative AI built ground-up for the needs of enterprises and embraced by their teams. As generative AI became a board-level initiative almost overnight for most enterprises, our market matured dramatically and we benefit from that tailwind. Our product is highly differentiated, our roadmap is transformative, and our customers are happy and vocal.

🛣 Traction and backing

• Writer is deployed widely at leading companies like Accenture, Intuit, UiPath, HubSpot, Spotify, Hilton, Uber, and Deloitte. We have an NRR of +135% and we’re just getting started.

• Our inbound funnel is large and growing fast (+3M visitors/month, thousands of weekly ICP trial starts).

• In late 2021, we received a $21M Series A led by Insight Partners, with participation from Google’s Gradient Ventures, GTMFund, and a world-class group of founders, operators, and angels.

• We’re thrilled to have raised and announced our Series B with ICONIQ Growth in September 2023 as our lead investor, with participation from Insight Partners, who led our Series A, along with WndrCo and Balderton Capital, and Aspect Ventures, who led our seed round.

• We’re a clear leader in a space receiving significant investor interest, and will be able to make the investments required to maintain that position.

🎯 Why it’s the perfect time to join

• Our growth rate is accelerating and we’re thoughtfully and rapidly scaling our team. There’s a lot of room to contribute and grow an enduring SaaS company that’s emerging as a leader in generative AI. You’ll have unquestionably made it happen.

• We have strong PMF. We have strong DAUs and deep usage. People spend hours in Writer. The work you’ll do will have a direct impact on some of the top companies in the world — and make work more enjoyable for the users who depend on us to meet their goals.

• Build it, nail it, scale it. We’re at ’scale it’ and are continually learning. If you like helping turn dirt paths into smooth roads, now is the perfect time to join.

🤓 What we’re like

• We connect. We bring our whole selves to work. We’re a diverse group on multiple dimensions, and we share that with each other.

• We challenge. We’re first principles thinkers, and those principles guide our product and GTM decisions. Things you won’t hear at Writer include "Because that’s what X wants" or "Company Y does it this way." We’re all on the same side as we build Writer our own way.

• We own. Building a company that achieves escape velocity is hard work. We take full ownership over our schedules and our outcomes, because we believe that’s the purest-energy way to work that hard.

📈 Our operating cadence

• We’ve been distributed since day 1, and our distributed processes and rituals are long-engrained.

• We break down company milestones into quarterly goals and projects, and emphasize by team the one thing that matters the most.

• All of our dashboards and metrics are transparent, live in a single view, and are shared with everyone.

• We’re good at communicating async, use DMs and distracting notifications with caution, and respect each other’s work hours. And we’d never send you a calendar invite before making sure you’re free.

• Weeks are tough, but weekends are sacred.

🏢 We have a light-filled office in Union Square in San Francisco that’s modern, beautifully furnished, and fully stocked. Team members in the Bay area use it when they want to work from an office, and our teams schedule quarterly offsites in-person in SF.

📐 About this role

Every company grows differently, and we grow when we help our users write better, faster. 

As the Director of Enterprise Customer Success Management, you’ll lead multiple teams of Enterprise CSMs with an objective to define, deliver, measure and demonstrate incredible value for our enterprise customers. Your responsibilities will span across our global Enterprise business.  You’ll develop the strategy, plan and playbooks to deliver value, create better connections with our customers, drive adoption and value realization. You’ll work in lock step with our Services team to deliver an incredible experience, as well as our cross-functional partners in Sales, Marketing and Product.  CSMs are the accountable owners for our renewals, so you will be the overarching owner of our GRR and NRR metrics.

Your positivity, sense of curiosity, and ability to create champions from early adopters in the AI writing space will help shape our entire culture. If you have a builder mentality, this is the role for you.

You’ll grow the team, including building additional leadership support to your CSMs.

As a senior leader in the business, you’ll be reporting to our VP of Customer Success.

🦸🏻‍♀️ Your responsibilities

• Lead multiple teams of CSMs responsible for adoption, value creation and renewals

• Act as the accountable owner for financial KPIs including GRR, NRR

• Own operational metrics such as customer adoption, and customer moments of advocacy

• Provide guidance, coaching, and support to ensure the team’s success in achieving customer value and retention goals.

• Find new ways to expose and showcase the massive value we’re creating for customers

• Own renewal forecasting and risk management processes to ensure we’re driving predictability across our customer business

• Develop and implement customer success strategies, process and initiatives to drive customer adoption, utilization, and overall success.

• Collaborate with cross-functional teams, including sales, marketing, and product, to align customer success efforts with overall business objectives.

• Establish and personally maintain strong relationships with key customer executives, acting as a trusted advisor and advocate.

• Monitor and analyze customer success metrics, such as customer adoption, retention, and expansion, and develop action plans to address any areas of improvement.

• Develop and implement customer success processes and best practices to enhance the overall customer experience.

• Collaborate with the product team to provide customer feedback and insights for product enhancements and new feature development.

• Prepare and present regular reports and updates on customer success metrics and initiatives to senior management.

⭐️ Is this you?

• 10+ years in SaaS with 5+ years demonstrated progressive experience managing B2B Enterprise CSM teams larger than 20 individuals

• Highly strategic with deep experience in consultative, large enterprise customer environments

• Proven experience building and leading a team from an early stage

• Experience managing a team that’s working primarily with customers across the Fortune 100, preferably selling into CIO or CMO personas 

• Has owned and significantly improved retention metrics 

• Operationally excellent, with demonstrated experiences building a highly prescriptive, value-based approach to customer engagements 

• Proven ability to work across the GTM organization to strategize, plan and execute a cross-functional approach to bringing value-add services to market

• Highly tenured at working directly with C-suite stakeholders in large enterprise organizations

• Demonstrated ability to drive efficiency with process improvement and systems 

🍩 Benefits

We don’t spend frivolously, but we do take care of our own. Besides smart, sincere colleagues and a vibrant work environment, we are proud to offer:

• Employer-covered medical plans, dental, vision, and life insurance

• FSA

• Competitive parental leave policy (parents actually work here!)

• Generous PTO

• Company stock options

• 401k plan with employer matching

• Flexible schedules

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.