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    Enterprise customer success manager - San Francisco, United States - Writer Corporation

    Writer Corporation
    Writer Corporation San Francisco, United States

    3 weeks ago

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    Description
    About Writer


    AIyour people will love.

    That's our vision, and it contains multitudes :
    -)


    AI
    your people

    will love.


    We're filling a big need for generative
    AIbuilt ground-up for the needs of enterprises and embraced by their teams.

    As generative
    AIbecame a board-level initiative almost overnight for most enterprises, our market matured dramatically and we benefit from that tailwind.

    Our product is highly differentiated, our roadmap is transformative, and our customers are happy and vocal.

    About this role

    Great writing, for everyone. It's our vision for Writer, and our customers' vision for their teams. We're looking for an Enterprise 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 our customer success manager, you'll be on the ground-floor helping us build processes for onboarding, adoption, and retention. Our NRR is +130%, and GRR is +95%, so you'll be starting from a great foundation.


    You'll be reporting to the Manager of enterprise customer success and be working very closely with our other customer success managers in building a world-class CS org.

    Your responsibilities
    Act as the single point-person for customers; creating, owning and driving their overall success plan
    Develop expertise as an advisor of best practices in developing on brand content at scale
    Meticulously project manage programs that will help customers drive adoption, business value and renew usage of Writer
    Own the full customer renewal process, including forecasting, negotiating, and proposal creating.
    Be accountable to Gross and Net dollar retention rate targets for your customers
    Work collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsell
    Develop new and existing relationships across your customers to ensure we've strengthened our partnership and created new advocates across the customer's organization
    Produce and then "processify" decks, Looms, and emails that help your customers onboard, adopt, and renew usage of Writer at scale
    Collect and share insights that help Product identify both scalable and unscalable ways to educate and activate the user base on the product
    Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities

    Is this you?
    5+ years in a CSM role in Enterprise B2B SaaS
    Experience carrying and regularly exceeding a GRR and NRR target, including full ownership of the Renewal
    Experience in deepening adoption within a team as well as introducing a product across many teams in an organization
    Experience managing and building relationships across multiple stakeholder levels, including C Level
    Experience in the art of Change Management. You know how to motivate, unblock and overcome barriers to large, transformational change
    An ability to make the complex simple
    Knowledge of editorial processes or working with Content Marketing, Technical Writing or UX teams a real plus


    And:
    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

    Curious to learn more about who we are and how we operate? Visit us here

    Benefits
    We don't spend frivolously, but we do take care of our own.

    Besides smart, sincere colleagues and a vibrant work environment, we are proud to offer:

    Employer-covered medical plans, dental, vision, and life insurance

    FSA
    Competitive parental leave policy (parents actually work here)
    Generous PTO
    Company stock options
    401k plan with employer matching
    Flexible schedules

    Writer is an equal opportunity employer and is committed to diversity.

    We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law.

    Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
    #J-18808-Ljbffr
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