Customer Success Manager, Writer

• 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
• 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

• We’re looking for a Scaled 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 Scaled 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 & Renewals and will be working very closely with our other Customer Success Managers in building a world-class CS org
• 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

• Selection of employer-covered medical plans, plus dental, vision, life insurance, and FSA
• Flexible location and schedule options
• Competitive parental leave policy
• Company stock options
• 401k plan with employer contributions
• Learning and development stipend
• Generous PTO
• Distributed from Day 1: Our processes and operating cadence are built around a distributed culture
• SF office space: If you prefer working from an office, we have a beautiful sunny one in Union Square, the heart of San Francisco

Total funding: $326m

AI-assisted writing tools have taken off over recent years. With the likes of high-exposure company Grammarly accelerating adoption of such tools, a flurry of startups have appeared to offer their own takes. Writer’s angle is to leverage AI as a means of standardizing and scaling both content and communications for business teams. The tool offers autofilling and inline suggestions that keep content aligned with pre-determined company language and style guides.