Strategic customer success manager

Writer is looking for a Strategic customer success manager to help Fortune 50-100 customers succeed with Writer. The role involves creating, owning, and driving customer success plans, developing expertise in on-brand content, and collaborating with sales to introduce revenue growth opportunities. The ideal candidate has 7+ years of experience in a CSM role, with a focus on delivering high-touch service to large accounts and exceeding GRR and NRR targets.

Requirements

• 7+ years of experience 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
• 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