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 %, and GRR is %, 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 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
Is this you?
- 7+ years in a CSM role focused on Fortune 50-100 accounts
- Experience delivering high-touch, white-glove service to large, key accounts
- 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
- Knowledge of editorial processes or working with content marketing, technical writing or UX teams a real plus
- Experience managing or owning large-scale deployments is a real plus
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 connection to our mission of Great writing for everyone
- 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
- 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