Strategic customer success manager, CPG at Writer

New York, New York, United States

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

CPGIndustries

Requirements

7+ years experience in CPG, ideally with in-house expertise
3-5+ years experience in a customer facing SaaS or consulting role, with experience in driving business transformation, strategy, or enablement
Proven ability to engage C-level stakeholders, with experience influencing executive decision-makers and driving adoption at the highest levels
Strong understanding of CPG industry dynamics, including its challenges, opportunities, and specific needs for digital transformation
A track record of leading complex programs with a focus on strategic alignment, KPIs, and driving large-scale adoption
Data driven with strong business acumen: Ability to link product value and AI solutions to measurable business outcomes
Excellent communication skills: A skilled storyteller who can clearly articulate value propositions and insights to both technical and non-technical audiences
Proactive, self-motivated, and highly organized, thriving in a fast-paced, high-growth environment
A natural affinity to our values of Connect, Challenge, Own
Preferred skills
Background in management consulting, particularly with a focus on AI or digital transformation in CPG
Experience in operational transformation
Experience managing large-scale change management programs or AI rollouts in complex organizations
Exceptional presentation skills: Able to create and deliver compelling narratives to executive audiences, driving strategic initiatives forward

Responsibilities

Lead strategic relationships with senior stakeholders across Fortune 50 CPG customers, acting as the main point of contact and trusted advisor
Drive AI adoption within customer organizations by developing tailored success plans that align AI solutions with key business objectives and measurable outcomes
Manage complex, high-value programs that focus on AI-powered transformation, ensuring seamless execution, adoption, and business value realization
Own the full customer renewal process, including forecasting, negotiating, and proposal creating
Be accountable for customer retention: Drive both Gross and Net dollar retention rate targets for your customers
Collaborate closely with Sales to identify and execute expansion opportunities, ensuring mutual growth through cross-sell and up-sell initiatives
Advocate for customer needs internally: Leverage CPG-specific insights to influence product strategy and enhance the customer experience
Leverage data analytics: Analyze product usage and adoption data to uncover valuable insights, empowering customer champions with smarter decision-making
Lead the customer journey: Ensure a seamless experience from onboarding through renewals and expansions, always focusing on long-term customer success and satisfaction

Skills

Key technologies and capabilities for this role

CPGAI AdoptionCustomer SuccessStrategic Account ManagementData AnalyticsCustomer RetentionRenewal NegotiationUpsellCross-sellOnboarding

Questions & Answers

Common questions about this position

What experience is required for this Strategic Customer Success Manager role?

Candidates need 7+ years of experience in CPG, ideally in-house, plus 3-5+ years in a customer-facing SaaS or consulting role driving business transformation, along with proven ability to engage C-level stakeholders, strong CPG industry knowledge, track record in leading complex programs, and data-driven business acumen with excellent communication skills.

What is the work location or arrangement for this position?

The position is hybrid.

What does the team structure look like for this role?

You'll report to the Director of Customer Success and work very closely with other customer success managers to build a world-class CS organization.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this position?

A strong candidate has deep CPG expertise, experience driving AI-powered transformation in SaaS or consulting, proven success engaging C-level executives, and a data-driven approach to linking AI solutions to measurable business outcomes.

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