Strategic Customer Success Manager, Writer

• 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
• 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 an 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 +130%, and GRR is +95%, 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
• 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

• 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.