Director of Customer Success Strategy & Operations, Writer
$212.5-250k
+ Company stock options
AI writing assistant
Be an early applicant
AI writing assistant
201-500 employees
Be an early applicant
$212.5-250k
+ Company stock options
201-500 employees
Company mission
To bring generative AI to the enterprise.
Role
Who you are
- 7+ years of progressive experience in go-to-market operations, ideally within customer success operations, revenue operations, or high-growth management consulting, preferably in the B2B SaaS / AI space
- Proven expertise in architecting and optimizing customer lifecycle management, recurring revenue models, and operational workflows for enterprise-level clients
- Deep technical proficiency with Salesforce as a source of truth, advanced analytics tools (e.g., Omni, Tableau), spreadsheet modeling (Excel/Google Sheets), and a strong understanding of AI tooling
What the job involves
- We're looking for a visionary director of customer success strategy & operations to architect the future of our customer success organization at WRITER
- This pivotal role isn't just about strategy; it's about translating bold ideas into a flawless execution engine that delights our enterprise customers and fuels our rapid growth
- You'll be the driving force behind optimizing our processes, systems, and insights, ensuring our customer success team operates with unparalleled efficiency and impact as we scale
- This is a unique opportunity to shape the operational backbone of a fast-growing, AI-driven leader, directly influencing customer retention, expansion, and overall business success
- As an initial team of one, you'll thrive in navigating between high-level strategy, deep data analytics, and hands-on system building
- You’ll partner closely with the customer success leadership team, turning their vision into reality by building across various internal systems and collaborating with cross-functional partners to execute complex initiatives from the ground up
- The impact of your work will immediately be felt across our entire customer journey
- You will report to the head of GTM operations, with a dotted line to the chief customer officer
- Architect and evolve our customer success operational strategy, refining organizational structures, roles, and key performance indicators to ensure scalable, AI-powered excellence for enterprise customers
- Drive the design and implementation of innovative, AI-first solutions for customer success operations, optimizing everything from CSM staffing models and resource allocation to customer lifecycle management
- Build and maintain the end-to-end operational architecture and data integrity across all customer success systems, ensuring precise forecasting of headcount, capacity, and territory planning
- Lead the development and automation of executive-facing dashboards and reporting on critical KPIs like NRR and GRR, transforming raw data into actionable insights for the customer success leadership team
- Collaborate extensively with cross-functional partners in revenue operations, GTM systems, analytics, product, and finance to align data, systems, and processes that underpin our customer journey
- Serve as a strategic partner to the chief customer officer, orchestrating operational cadences, driving cross-functional initiatives, and managing complex projects with precision and accountability
- Translate technological and data-related requests into concrete requirements and solutions, ensuring our customer success teams are equipped with best-in-class tools and infrastructure
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 autofilling 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 AIs 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
- 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
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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