Full-Time

Strategic customer success manager

Writer

Writer

501-1,000 employees

Generative AI platform enhancing enterprise productivity

AI & Machine Learning

Senior

Remote in USA

Required Skills
Sales
Communications
Requirements
  • 7+ years in a CSM role focused on Fortune 50-100 accounts, with at least 3 of those years focused on healthcare - particularly large health insurers, health systems, and/or life-science firms
  • Experience delivering high-touch, white-glove service to large, key accounts in healthcare
  • 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. You know how to motivate, unblock and overcome barriers to large, transformational change
  • An ability to make the complex simple
  • Training and experience as a clinician (RN, BSN, PT, PA, NP, etc) is a real plus
  • Experience managing or owning large-scale deployments is a real plus
  • 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
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 AI supported healthcare workflows
  • 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 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 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

Company Stage

Series B

Total Funding

$126M

Headquarters

San Francisco, California

Founded

2020

Growth & Insights
Headcount

6 month growth

170%

1 year growth

229%

2 year growth

401%