Writer

Strategic customer success manager

San Francisco, California, United States

Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
AI & Machine Learning, Enterprise SoftwareIndustries

Requirements

Candidates should have at least 7 years of experience in a Customer Success Manager role focused on Fortune 50-100 accounts. They must possess a strong track record of delivering high-touch service to large accounts, regularly exceeding Gross and Net dollar retention targets, and full ownership of the renewal process. Experience in deepening product adoption across multiple teams and managing relationships with stakeholders, including C-Level executives, is essential. Knowledge of editorial processes or experience with Content Marketing, Technical Writing, or UX teams is a plus, along with experience managing large-scale deployments. Proactive communication skills and intrinsic motivation are also required.

Responsibilities

The Strategic Customer Success Manager will act as the primary contact for customers, creating and driving their overall success plans. They will develop expertise as an advisor on best practices for creating brand content at scale and meticulously project manage programs to drive adoption and business value. Responsibilities include owning the full customer renewal process, being accountable for retention rate targets, collaborating with Sales for revenue growth opportunities, and strengthening relationships across customer organizations. They will produce onboarding materials, collect insights for product improvement, and analyze product usage data for customer champions.

Skills

Customer Success
Project Management
Renewal Process
Sales Collaboration
Account Management
Adoption
Onboarding
Retention
Negotiation
Cross-selling
Upselling

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.

Key Metrics

San Francisco, CaliforniaHeadquarters
2020Year Founded
$317.1MTotal Funding
SERIES_CCompany Stage
Data & Analytics, Enterprise Software, AI & Machine LearningIndustries
1,001-5,000Employees

Benefits

Generous Paid Time Off
Medical Insurance
Dental Insurance
Vision Insurance
Paid Parental Leave
Fertility Treatment Support
Family Planning Benefits
Health Savings Account/Flexible Spending Account
Home Office Stipend
Phone/Internet Stipend
Wellness Program
Company Equity
Stock Options
401(k) Retirement Plan
401(k) Company Match

Risks

Increased competition from Logic, offering similar AI integration services.
Google's Gemini AI integration in Workspace could overshadow Writer's offerings.
High investor expectations may strain Writer's resources and focus.

Differentiation

Writer's Palmyra Creative model addresses the 'sameness problem' in AI-generated content.
Writer offers a secure, enterprise-grade platform with self-hosted LLMs for client control.
Writer integrates AI with brand-specific knowledge, enhancing business process customization.

Upsides

Writer raised $200M in Series C funding, boosting its enterprise AI leadership.
Growing demand for AI-driven content personalization aligns with Writer's offerings.
Writer's orchestrator agents enhance AI integration, appealing to enterprise clients.

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