Director of Enterprise Customer Success Management, Writer
AI writing assistant
Job no longer available
AI writing assistant
201-500 employees
Job no longer available
201-500 employees
Company mission
To bring generative AI to the enterprise.
Role
Who you are
- 10+ years in SaaS with 5+ years demonstrated progressive experience managing B2B Enterprise CSM teams larger than 20 individuals
- Highly strategic with deep experience in consultative, large enterprise customer environments
- Proven experience building and leading a team from an early stage
- Experience managing a team that’s working primarily with customers across the Fortune 100, preferably selling into CIO or CMO personas
- Has owned and significantly improved retention metrics
- Operationally excellent, with demonstrated experiences building a highly prescriptive, value-based approach to customer engagements
- Proven ability to work across the GTM organization to strategize, plan and execute a cross-functional approach to bringing value-add services to market
- Highly tenured at working directly with C-suite stakeholders in large enterprise organizations
- Demonstrated ability to drive efficiency with process improvement and systems
What the job involves
- As the Director of Enterprise Customer Success Management, you'll lead multiple teams of Enterprise CSMs with an objective to define, deliver, measure and demonstrate incredible value for our enterprise customers
- Your responsibilities will span across our global Enterprise business
- You'll develop the strategy, plan and playbooks to deliver value, create better connections with our customers, drive adoption and value realization
- As a senior leader in the business, you'll be reporting to our VP of Customer Success
- Lead multiple teams of CSMs responsible for adoption, value creation and renewals
- Act as the accountable owner for financial KPIs including GRR, NRR
- Own operational metrics such as customer adoption, and customer moments of advocacy
- Provide guidance, coaching, and support to ensure the team's success in achieving customer value and retention goals
- Find new ways to expose and showcase the massive value we’re creating for customers
- Own renewal forecasting and risk management processes to ensure we’re driving predictability across our customer business
- Develop and implement customer success strategies, process and initiatives to drive customer adoption, utilization, and overall success
- Collaborate with cross-functional teams, including sales, marketing, and product, to align customer success efforts with overall business objectives
- Establish and personally maintain strong relationships with key customer executives, acting as a trusted advisor and advocate
- Monitor and analyze customer success metrics, such as customer adoption, retention, and expansion, and develop action plans to address any areas of improvement
- Develop and implement customer success processes and best practices to enhance the overall customer experience
- Collaborate with the product team to provide customer feedback and insights for product enhancements and new feature development
- Prepare and present regular reports and updates on customer success metrics and initiatives to senior management
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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