Enterprise customer success manager at Writer

Chicago, Illinois, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, TechnologyIndustries

Requirements

5+ years in a Customer Success Manager (CSM) role in Enterprise B2B SaaS
Demonstrated ability to consistently exceed Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets
Experience in deepening adoption within a team and introducing a product across many teams in an organization
Comfortable managing and building relationships across multiple stakeholder levels, including C-Level executives
Experience in Change Management - understanding how to motivate, unblock, and overcome barriers to large, transformational change
Proactive communication skills (both synchronous and asynchronous)
Ability to analyze product usage data to identify insights related to customer adoption and value opportunities
Knowledge of editorial processes or experience working with Content Marketing, Technical Writing, or UX teams (plus)

Responsibilities

Act as the single point of contact for customers, developing 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 to help customers drive adoption, business value, and renew usage of Writer
Own the full customer renewal process, including forecasting, negotiating, and proposal creation
Be accountable to Gross and Net dollar retention rate targets for assigned customers
Work collaboratively with Sales to identify and pursue revenue growth opportunities (cross-sell and upsell)
Develop new and existing relationships across customer organizations to strengthen partnerships and create advocates
Produce and "processify" decks, Looms, and emails to support customer onboarding, adoption, and renewal
Collect and share insights to help Product identify scalable and unscalable ways to educate and activate the user base
Analyze product usage data to provide deeper insights to customer champions

Skills

Key technologies and capabilities for this role

Customer Success ManagementB2B SaaSChange ManagementStakeholder ManagementRelationship ManagementProduct Usage AnalyticsC-Level EngagementNet Revenue RetentionGross Revenue RetentionOnboardingAdoptionRetention

Questions & Answers

Common questions about this position

What experience is required for the Enterprise Customer Success Manager role?

Candidates need 5+ years in a Customer Success Manager role in Enterprise B2B SaaS, with demonstrated ability to exceed GRR and NRR targets, experience in relationship and stakeholder management, change management, proactive communication, and analytical skills using product usage data.

What is the salary for this position?

This information is not specified in the job description.

Is this role remote or does it require office work?

This information is not specified in the job description.

What does the team structure look like for this role?

The role reports to the Manager of enterprise customer success and collaborates closely with other customer success managers to build a world-class CS organization.

What makes a strong candidate for this Enterprise Customer Success Manager position?

A strong candidate has 5+ years of Enterprise B2B SaaS CSM experience, proven success in exceeding GRR and NRR targets, expertise in stakeholder and change management, and knowledge of editorial processes is a plus; this is a ground-floor opportunity in a high-growth company.

Writer

AI platform for business process optimization

About Writer

Writer.com provides a platform that uses artificial intelligence to enhance business processes for various clients, including major companies. The platform integrates Large Language Models (LLMs), Natural Language Processing (NLP), and Machine Learning (ML) to tailor AI solutions to a client's specific brand and knowledge. LLMs generate human-like text, NLP helps computers understand human language, and ML enables learning from data. Writer's platform is built on secure, enterprise-grade LLMs called Palmyra, which are designed to be open and transparent, ensuring that client data is never used for training. This allows clients to self-host the models, giving them control and visibility over their data. The platform assists businesses in speeding up processes and generating customized outputs, such as summaries and insights, while adhering to legal and brand guidelines. Writer.com operates on a subscription-based model, where clients pay a recurring fee for access to its features.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$317.1MTotal Funding

SERIES_CCompany Stage

Data & Analytics, Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees