Strategic customer success manager

We're looking for a Strategic customer success manager to help our Fortune 50-100 customers succeed with Writer, a full-stack generative AI platform. The ideal candidate will have 7+ years of experience in CSM roles and be able to deliver high-touch service to large accounts. They will be responsible for creating and driving customer success plans, developing expertise in best practices for onboarding and adoption, and working collaboratively with Sales to introduce opportunities for revenue growth.

Requirements

• 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
• Ability to make the complex simple
• Knowledge of editorial processes or working with Content Marketing, Technical Writing or UX teams
• Experience managing or owning large-scale deployments
• 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
• Great presenter
• Genuine leader
• Connection to our mission of Great writing for everyone
• Natural affinity to our values of Connect, Challenge, Own

Benefits

• Generous PTO, plus company holidays
• Medical, dental, and vision coverage for you and your family
• Paid parental leave for all parents (12 weeks)
• Fertility and family planning support
• Early-detection cancer testing through Galleri
• Flexible spending account and dependent FSA options
• Health savings account for eligible plans with 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, company stock options and 401k