Strategic customer success manager

About This Role

Great writing, for everyone. It's our vision for Writer, and our customers' vision for their teams. We're looking for a Strategic Customer Success Manager whose top priority is helping our Fortune 50-100 customers succeed with Writer. Our Product is adopted across an organization, so we need someone who's comfortable in a complex customer relationship environment navigating many relationships, project managing deliverables and driving value across their business.

As our Strategic Customer Success Manager, you'll be on the ground-floor helping us build processes for onboarding, adoption, and retention. Our NRR is +130%, and GRR is +95%, so you'll be starting from a great foundation.

You'll be reporting to the Director of Customer Success and be working very closely with our other Customer Success Managers in building a world class CS org.

Your 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 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 create 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

Is This You?

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.

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