Director of Strategic Customer Success, Writer
+ Stock options
AI writing assistant
Open for applications
AI writing assistant
201-500 employees
Open for applications
+ Stock options
201-500 employees
Company mission
To bring generative AI to the enterprise.
Role
Who you are
- 10+ years in SaaS with engaging Fortune 500/Global 2000
- 5+ years in Success leadership or similar leadership role
- Highly strategic with deep experience in consultative, complex delivery methodology
- Proven experience building and leading a team from an early stage
- Proven ability to work across the GTM organization to strategize, plan and execute a cross-functional approach
- Hands-on success leader, energized by the transformative potential of generative AI and working with talented CSMs
- Commuting distance to a Writer Hub: New York City, San Francisco, Austin, Chicago
What the job involves
- As our Director, strategic customer success, you’ll be responsible for leading a high-performing customer success team that works with CIOs and Business leaders at Fortune 500/Global 2000 companies
- You’ll lead a team of 6-8 Strategic CSMs focused on adoption, retention, expansion, and ROI measurement
- You’ll be expected to deliver on revenue targets, be active in the field with your team, improve existing processes, and help Writer improve how we work with Strategic customers
- A critical part of the role is providing guidance, coaching, and support to your team to enable individual and collective success
- Your positivity, sense of curiosity, winning mindset, and ability to create champions from early adopters in the AI writing space will help shape our entire culture
- As a core leader in the business, you’ll be reporting to our VP, customer success
- Deliver against aggressive but attainable NRR/GRR targets to continue building and developing Writer's success with strategic customers
- Drive CSMs to effectively lead customers through a defined success delivery methodology
- Hire and develop CSM talent aligned with our connect/challenge/own company values, creating personal development plans for each individual contributor to grow
- Collaborate with cross-functional teams including Sales, Marketing, Solutions architecture, and Product to align solutions that drive meaningful business value for our customers
- Provide regular GRR/NRR forecasts, performance reports, and insights to senior leadership, highlighting key metrics and areas for improvement
- Foster a culture of high-performance, collaboration, and continuous learning within the CSM team. Model the integrity, attitude, and sense of urgency that you’ll expect from your team
- Establish and personally maintain strong relationships with key customer executives, acting as a trusted advisor and advocate
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 $100 million Series B awarded in 2023, the company is well-placed to seek further success into the future.
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
(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
(CTO)Previously co-founded CloudAppers, then served as CTO at iMENA. Subsequently co-founded AI content editor Qordoba.
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