Customer Success Manager
Panopto- Full Time
- Junior (1 to 2 years)
Candidates should have 5+ years in a Customer Success Manager role within Enterprise B2B SaaS. Experience in managing and exceeding Gross and Net Retention Rate targets is required, along with a proven track record of deepening adoption within teams and across organizations. Candidates must possess strong relationship management skills across multiple stakeholder levels, including C-level executives, and have expertise in Change Management to facilitate large-scale transformations. A knowledge of editorial processes or experience working with Content Marketing, Technical Writing, or UX teams is a plus. Proactive communication skills and intrinsic motivation to set high standards are essential.
The Enterprise Customer Success Manager will act as the primary point of contact for customers, creating and driving their success plans. They will develop expertise in best practices for creating brand content at scale and meticulously manage projects to enhance customer adoption and value. The role includes overseeing the entire customer renewal process, ensuring accountability for retention rate targets, and collaborating with Sales to identify revenue growth opportunities. Additionally, the manager will cultivate relationships within customer organizations, produce onboarding materials, and analyze product usage data to provide insights for customer champions.
AI platform for business process optimization
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.