Director of Strategic Customer Success, Writer

• 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

• 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

• 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.