Strategic customer success manager, financial services at Writer

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Fintech, Investment Banking, Asset Management, InsuranceIndustries

Requirements

7+ years experience in financial services, with experience in banking, asset management, fintech, or management consulting
3-5+ years experience in a customer facing SaaS or consulting role with a focus on transformation, strategy, or enablement
Proven ability to manage and influence executive stakeholders, including C-level decision makers
Deep understanding of the financial services landscape, including its specific challenges, regulatory environment, and communication standards
Skilled at leading complex projects, aligning on KPIs, and driving adoption at scale
Analytics thinker with business acumen; you can link product value to business impact
Excellent communicator; incredibly curious and active listener
Proactive, self-motivated, and highly organized in a fast paced environment
A natural affinity to our values of Connect, Challenge, Own
Preferred skills
Background in management consulting
Experience driving AI or operational transformation in regulated industries
Experience supporting or leading large scale rollouts or change management programs
Strong storytelling and presentation skills for executive audiences

Responsibilities

Act as the strategic partner and main point of contact for leading financial institutions
Build and manage senior level relationships, including C suite engagements; developing new and existing relationships across your customers
Develop tailored success plans that align AI adoption with business goals
Meticulously project manage programs that will help customers drive adoption, business value and renew usage of Writer
Own the full customer renewal process, including forecasting, negotiating, and proposal creating
Be accountable for Gross and net dollar retention rate targets for your customers
Collaborate with Sales to identify and execute expansion opportunities
Advocate for customer needs internally, especially around regulated use cases
Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities

Skills

Key technologies and capabilities for this role

Customer SuccessStrategic Account ManagementC-Suite EngagementAI AdoptionProject ManagementRenewal NegotiationsRetention MetricsProduct Usage AnalysisFinancial ServicesExpansion Opportunities

Questions & Answers

Common questions about this position

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

Candidates need 7+ years in financial services (banking, asset management, fintech, or management consulting) and 3-5+ years in a customer-facing SaaS or consulting role focused on transformation, strategy, or enablement. Additional requirements include proven ability to manage C-level stakeholders, deep knowledge of financial services regulations, project leadership skills, analytics thinking, and excellent communication.

Is this position remote or hybrid?

The role is hybrid.

What does the team structure look like for this role?

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

What company values should I align with for this position?

The company values a natural affinity for Connect, Challenge, Own.

What makes a strong candidate for this Strategic Customer Success Manager role?

A strong candidate has a background in management consulting and experience driving AI or operational transformation in regulated industries, along with proactive, self-motivated traits in a fast-paced environment.

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