Customer Success Operations Leader, Writer

• 7+ years in GTM operations (Sales, Customer Success, Services, or Support)
• Deep knowledge of SaaS business models, customer lifecycle metrics, and best practices
• Proven expertise in Salesforce, Google Sheets/Excel, and business intelligence tools
• Familiarity with leading SaaS GTM technologies
• Strong analytical, project management, and process design capabilities
• Exceptional communication skills for senior executive audiences
• High intellectual curiosity and a proclivity to lean into a new subject matter
• A trusted advisor and partner for all levels of the organization
• Intrinsically motivated: you set the highest possible bar for what you build and ship
• Proficiency in navigating ambiguous situations and implementing first-principles thinking
• An eye for spotting an opportunity, intuition for determining which ones to prioritize, and courage to follow through
• Possesses humility — no work is too trivial if it’s impactful
• Resilient and open to honest (and kind) feedback; tough skin
• Self-aware and committed to learning the why for both successes and failures
• Experience managing and building relationships across multiple departments and stakeholder levels
• A natural affinity to our values of connect, challenge, own

• The Customer Success Operations Leader will be a key leader in our GTM Operations team. They will help the Customer Success (CS) organization realize its vision of helping customers use generative AI applications that create meaningful business value
• This role will directly partner with the VP of Customer Success to design and execute operational strategies, processes, and systems that support the full customer lifecycle—from onboarding to renewal and growth
• You will own and drive the success of strategic initiatives, organizational design, customer journey orchestration, and operational tools. By leveraging your analytical and operational expertise, you’ll forecast future needs, enhance customer experience, and optimize team performance.
• As a member of the CS leadership team, you will play a pivotal role in shaping and executing the CS strategy
• Partner with CS leadership to establish and align an annual fiscal plan with organizational goals
• Design the structure, roles, responsibilities, and KPIs for the CS organization
• Forecast headcount, capacity, and territory planning to ensure alignment with corporate growth targets
• Lead initiatives to refine the customer journey, driving adoption, satisfaction, and improved GRR & NRR
• Determine the timing and content of CSM touchpoints to improve customer outcomes
• Develop and operationalize customer health score strategies, including automation and digital success motions
• Track and analyze key performance indicators, including NRR/GRR, through executive-facing dashboards and decks
• Collaborate with the Analytics team to uncover insights that inform CS strategy and actions
• Monitor leading indicators of renewal and upsell opportunities, providing actionable recommendations to the team
• Evaluate, implement, and manage software that enhances the CS organization's efficiency and effectiveness
• Collaborate cross-functionally with Revenue Ops, GTM Systems, Analytics, Product, and Finance to align data and systems
• Translate technology and data requests into concrete requirements and solutions
• Serve as the unofficial chief of staff to the VP of Customer Success driving all cross functional initiatives and projects forward
• Partner with leadership to ensure seamless communication, prioritization, and execution of strategic goals
• Manage 1 CS Operations Manager with goal of continuing to grow the team as the business scales

• 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.