Enterprise customer success manager at Writer

Austin, Texas, United States

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Not SpecifiedCompensation

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 experience carrying and regularly exceeding a Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) target, with full ownership of the renewal process
Experience in deepening adoption within a team and introducing a product across multiple teams within an organization
Ability to manage and build relationships across multiple stakeholder levels, including C-Level executives
Experience in Change Management – knowing 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 provide deeper insights to customer champions and identify adoption and value opportunities
Bonus: Knowledge of editorial processes or experience working with Content Marketing, Technical Writing, or UX teams

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
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-selling, and upselling
Develop new and existing relationships across customer organizations to strengthen partnerships and create advocates
Produce and “processify” decks, Looms, and emails to help customers onboard, adopt, and renew usage of Writer at scale
Collect and share insights to help Product identify scalable and unscalable ways to educate and activate the user base

Skills

Key technologies and capabilities for this role

Customer SuccessB2B SaaSGRRNRRRelationship ManagementStakeholder ManagementChange ManagementProduct AdoptionProduct Usage AnalysisProactive CommunicationOnboardingRenewal ProcessC-Level Engagement

Questions & Answers

Common questions about this position

What salary or compensation is offered for this role?

This information is not specified in the job description.

Is this position remote or does it require office work?

This information is not specified in the job description.

What experience and skills are required for this Enterprise Customer Success Manager role?

Candidates need 5+ years in a Customer Success Manager role in Enterprise B2B SaaS, demonstrated experience exceeding GRR and NRR targets with full ownership of renewals, strong stakeholder and relationship management including C-level executives, change management expertise, proactive communication, and analytical skills for product usage data. Bonus for knowledge of editorial processes or experience with Content Marketing, Technical Writing, or UX teams.

What is the team structure like for this role?

The role reports to the Manager of Enterprise Customer Success and involves collaborating with other CS managers to build a world-class customer success organization.

What makes a strong candidate for this position?

A strong candidate has 5+ years of Enterprise B2B SaaS CSM experience with proven GRR/NRR success, excels in stakeholder management at C-level, change management, proactive communication, and data analysis for adoption insights.

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