Scale Customer Success Manager, WRITER
+ Stock Options
Enterprise AI platform for agentic work
Job no longer available
Enterprise AI platform for agentic work
501-1000 employees
Job no longer available
+ Stock Options
501-1000 employees
Company mission
To bring generative AI to the enterprise.
Role
Who you are
- 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
What the job involves
- Great writing, for everyone
- It’s our vision for Writer, and our customers’ vision for their teams
- 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
Our take
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 auto filling and inline suggestions that keep content aligned with pre-determined company language and style guides.
This branded fine-tuning function distinguishes it from full copy-generation competitors, as well as from Grammarly itself, which is a more generalist copyediting tool. It subsequently caters to major enterprise clients looking to maintain standards across multiple and sprawling teams, and the company has managed to net major clients like Deloitte, Twitter, UiPath, and Accenture.
While AI-related buzz remains solidly around generative AI's like ChatGPT and Bard, WRITER's narrow target market - in which it has already found success - supplies plenty of scope to grow, as AI copyediting tools look set to rapidly become content industry standard. With continued new launches and updates to its offerings, as well as an impressive $200 million Series C awarded in 2024, the company is well-placed for further success.
Steph
Company Specialist at Welcome to the Jungle
Insights
229% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2024
$200m
SERIES C
Sep 2023
$100m
SERIES B
Total funding: $326m
Company benefits
- Health: Selection of employer-covered medical plans, plus dental, vision, life insurance, and FSA.
- Family-friendly: Competitive parental leave policy, working parents can truly own their schedules.
- Hybrid culture: We’re built around a mix of in office collaboration and remote work when needed.
- Finance: Company stock options, plus a 401k plan with employer contributions.
- Growth: Learning and development stipend and generous PTO.
- SF/NY/London office space: Three beautiful sunny offices in three incredibly exciting cities.
Company HQ
Union Square, San Francisco, CA
Leadership
May Habib
(Co-Founder & CEO)Harvard economics graduate, who was previously VP of sovereign wealth fund Mubadala Development Company, and a global shaper at the World Economic Forum. Also co-founded Qordoba.
Waseem Alshikh
(Co-Founder & CTO)Previously co-founded CloudAppers, then served as CTO at iMENA. Subsequently co-founded AI content editor Qordoba.
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