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Overview About this role We're looking for a Strategic customer success manager to lead AI powered transformation for our Fortune 50 customers in the CPG industry. This role is designed for an experienced professional with deep expertise in CPG who thrives on driving innovation within this ecosystem. The ideal candidate is passionate about integrating AI solutions into core CPG workflows, identifying tangible business value, and building strong, strategic partnerships with customers. As our Strategic customer success manager, you'll be pivotal in refining our processes for onboarding, adoption, and retention within the CPG sector. With an NRR of %, and GRR is %, you'll be building on a world-class foundation to drive even greater success. 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. Responsibilities Lead strategic relationships with senior stakeholders across Fortune 50 CPG customers, acting as the main point of contact and trusted advisor Drive AI adoption within customer organizations by developing tailored success plans that align AI solutions with key business objectives and measurable outcomes Manage complex, high-value programs that focus on AI-powered transformation, ensuring seamless execution, adoption, and business value realization Own the full customer renewal process, including forecasting, negotiating, and proposal creating Be accountable for customer retention: Drive both Gross and Net dollar retention rate targets for your customers Collaborate closely with Sales to identify and execute expansion opportunities, ensuring mutual growth through cross-sell and up-sell initiatives Advocate for customer needs internally: Leverage CPG-specific insights to influence product strategy and enhance the customer experience Leverage data analytics: Analyze product usage and adoption data to uncover valuable insights, empowering customer champions with smarter decision-making Lead the customer journey: Ensure a seamless experience from onboarding through renewals and expansions, always focusing on long-term customer success and satisfaction Is this you? 7+ years experience in CPG, ideally with in-house expertise 3-5+ years experience in a customer facing saas or consulting role, with experience in driving business transformation, strategy, or enablement Proven ability to engage C-level stakeholders, with experience influencing executive decision-makers and driving adoption at the highest levels Strong understanding of CPG industry dynamics, including its challenges, opportunities, and specific needs for digital transformation A track record of leading complex programs with a focus on strategic alignment, KPIs, and driving large-scale adoption Data driven with strong business acumen: Ability to link product value and AI solutions to measurable business outcomes Excellent communication skills: A skilled storyteller who can clearly articulate value propositions and insights to both technical and non-technical audiences Proactive, self-motivated, and highly organized, thriving in a fast-paced, high-growth environment A natural affinity to our values of Connect, Challenge, Own Preferred skills Background in management consulting, particularly with a focus on AI or digital transformation in CPG Experience in operational transformation Experience managing large-scale change management programs or AI rollouts in complex organizations Exceptional presentation skills: Able to create and deliver compelling narratives to executive audiences, driving strategic initiatives forward Benefits Benefits & perks (UK full-time employees): Generous PTO, plus company holidays Comprehensive medical and dental insurance Paid parental leave for all parents (12 weeks) Fertility and family planning support Early-detection cancer testing through Galleri Competitive pension scheme and company contribution Annual work-life stipends for: Home office setup, cell phone, internet Wellness stipend for gym, massage/chiropractor, personal training, etc. Learning and development stipend Company-wide off-sites and team off-sites Competitive compensation and company stock options

About this role We're looking for a customer success manager whose top priority is helping 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 a Mid-market customer success manager, you'll be on the ground-floor helping us build processes for onboarding, adoption, and retention and expansion. You'll be reporting to the Director of scaled programs and renewals and will be working very closely with our other Customer success managers in building a world-class CS org. Your responsibilities Own everything from customer onboarding, training, ongoing nurture programs and best practices for your book of business 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, lead webinars and roundtable discussions with customers to showcase use-cases for generative AI and drive adoption 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 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 Is this you? 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 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 And: 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 natural affinity to our values of Connect, Challenge, Own Benefits & perks (UK full-time employees): Generous PTO, plus company holidays Comprehensive medical and dental insurance Paid parental leave for all parents (12 weeks) Fertility and family planning support Early-detection cancer testing through Galleri Competitive pension scheme and company contribution Annual work-life stipends for: Home office setup, cell phone, internet Wellness stipend for gym, massage/chiropractor, personal training, etc. Learning and development stipend Company-wide off-sites and team off-sites Competitive compensation and company stock options