Mid-market customer success manager at Writer

London, England, United Kingdom

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Artificial Intelligence, TechnologyIndustries

Requirements

3+ years in a CSM role in B2B SaaS
Experience managing a high-volume book of business and building programs to support customers at scale
Demonstrated proficiency in building playbooks and automation in CS tools
Experience carrying and regularly exceeding a GRR and NRR target
Experience in deepening adoption within a team as well as introducing a product across many teams in an organization
Ability to prioritize, multi-task, and perform effectively under pressure
Ability to analyze information, make connections, and demonstrate deep-level thinking
Ability to collaborate with teams of all sizes while also being able to work independently as a self-starter
Excellent relationship-building skills; ability to grow and nurture relationships with internal stakeholders
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 natural affinity to our values of Connect, Challenge, Own

Responsibilities

Own everything from customer onboarding, training, ongoing nurture programs and best practices for your book of business
Drive adoption, value and retention as your primary measures of success
Act as the advisor for customers; creating, owning and driving their overall success plan
Develop expertise as an advisor of best practices in leveraging AI to at scale across an enterprise organization
Run product workshops, lead webinars and roundtable discussions with customers to showcase use-cases for generative AI and drive adoption
Analyze adoption data and usage patterns to gather insights and form opinion on new playbooks to tackle identified areas of opportunity for increasing customer value
Be accountable to Gross dollar retention rate targets for your customers
Work collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsell
Collect and share insights that help Product identify both scalable and unscalable ways to educate and activate the user base on the product

Skills

Key technologies and capabilities for this role

CSMB2B SaaSCustomer OnboardingAdoptionRetentionPlaybooksCS AutomationGenerative AIData AnalysisWebinarsProduct WorkshopsCross-sellUpsellProject ManagementGross Dollar Retention

Questions & Answers

Common questions about this position

What benefits are offered for this role?

UK full-time employees receive generous PTO plus company holidays, comprehensive medical and dental insurance, and paid parental leave for all parents.

Is this a remote or hybrid position?

This is a hybrid position.

What experience is required for this customer success manager role?

Candidates need 3+ years in a CSM role in B2B SaaS, experience managing a high-volume book of business at scale, proficiency in building playbooks and automation in CS tools, and a track record of exceeding GRR and NRR targets.

What is the team structure like for this role?

You'll report to the Director of scaled programs and renewals and work closely with other Customer Success Managers to build a world-class CS organization.

What makes a strong candidate for this position?

Strong candidates have excellent relationship-building skills, the ability to prioritize and multitask under pressure, proactive communication, and a natural affinity for the company's values of Connect, Challenge, Own.

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