Enterprise customer success manager

✍🏽 About Writer

AI your people will love. That's our vision, and it contains multitudes :-)

AI

your people

will love.

We're filling a big need for generative AI built ground-up for the needs of enterprises and embraced by their teams. As generative AI became a board-level initiative almost overnight for most enterprises, our market matured dramatically and we benefit from that tailwind. Our product is highly differentiated, our roadmap is transformative, and our customers are happy and vocal.

🛣 Traction and backing

• Writer is deployed widely at leading companies like Accenture, Intuit, UiPath, HubSpot, Spotify, Hilton, Uber, and Deloitte. We have an NRR of +135% and we're just getting started.

• Our inbound funnel is large and growing fast (+3M visitors/month, thousands of weekly ICP trial starts).

• In late 2021, we received a $21M Series A led by Insight Partners, with participation from Google's Gradient Ventures, GTMFund, and a world-class group of founders, operators, and angels.

• We’re thrilled to have raised and announced our Series B with ICONIQ Growth in September 2023 as our lead investor, with participation from Insight Partners, who led our Series A, along with WndrCo and Balderton Capital, and Aspect Ventures, who led our seed round.

• We're a clear leader in a space receiving significant investor interest, and will be able to make the investments required to maintain that position.

🎯 Why it's the perfect time to join

• Our growth rate is accelerating and we’re thoughtfully and rapidly scaling our team. There's a lot of room to contribute and grow an enduring SaaS company that's emerging as a leader in generative AI. You'll have unquestionably made it happen.

• We have strong PMF. We have strong DAUs and deep usage. People spend hours in Writer. The work you'll do will have a direct impact on some of the top companies in the world — and make work more enjoyable for the users who depend on us to meet their goals.

• Build it, nail it, scale it. We're at 'scale it' and are continually learning. If you like helping turn dirt paths into smooth roads, now is the perfect time to join.

🤓 What we're like

• We connect. We bring our whole selves to work. We're a diverse group on multiple dimensions, and we share that with each other.

• We challenge. We're first principles thinkers, and those principles guide our product and GTM decisions. Things you won't hear at Writer include "Because that's what X wants" or "Company Y does it this way." We're all on the same side as we build Writer our own way.

• We own. Building a company that achieves escape velocity is hard work. We take full ownership over our schedules and our outcomes, because we believe that's the purest-energy way to work that hard.

📈 Our operating cadence

• We've been distributed since day 1, and our distributed processes and rituals are long-engrained.

• We break down company milestones into quarterly goals and projects, and emphasize by team the one thing that matters the most.

• All of our dashboards and metrics are transparent, live in a single view, and are shared with everyone.

• We're good at communicating async, use DMs and distracting notifications with caution, and respect each other's work hours. And we'd never send you a calendar invite before making sure you're free.

• Weeks are tough, but weekends are sacred.

🏢 We have a light-filled office in Union Square in San Francisco that's modern, beautifully furnished, and fully stocked. Team members in the Bay area use it when they want to work from an office, and our teams schedule quarterly offsites in-person in SF.

📐 About this role

Great writing, for everyone. It’s our vision for Writer, and our customers’ vision for their teams. We’re looking for an Enterprise customer success manager whose top priority is helping customers succeed with Writer. Our Product is adopted across an Organization so we need someone who’s comfortable in a complex customer relationship environment navigating many relationships, project managing deliverables and driving value across their business.

As our fourth customer success manager, you’ll be on the ground-floor helping us build processes for onboarding, adoption, and retention. Our NRR is +130%, and GRR is +95%, so you’ll be starting from a great foundation.

You'll be reporting to the VP Customer Success and be working very closely with our other customer success managers in building a World Class CS org.

🦸🏻‍♀️ Your responsibilities

• Act as the single point-person for customers; creating, owning and driving their overall success plan

• Develop expertise as an advisor of best practices in developing on brand content at scale

• Meticulously project manage programs that will help customers drive adoption, business value and expand usage of Writer

• Own the full customer renewal process, including forecasting, negotiating, and proposal creating.

• Be accountable to Gross and Net dollar retention rate targets for your customers

• Work collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsell

• Develop new and existing relationships across your customers to ensure we’ve strengthened our partnership and created new advocates across the customer’s organization

• Produce and then “processify” decks, Looms, and emails that help your customers onboard, adopt, and expand usage of Writer at scale

• Collect and share insights that help Product identify both scalable and unscalable ways to educate and activate the user base on the product

• Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities

⭐️ Is this you?

• 5+ years in a CSM role in Enterprise B2B SaaS

• Experience carrying and regularly exceeding a GRR and NRR target, including full ownership of the Renewal

• Experience in deepening adoption within a team as well as introducing a product across many teams in an organization

• Experience managing and building relationships across multiple stakeholder levels, including C Level

• Experience in the art of Change Management. You know how to motivate, unblock and overcome barriers to large, transformational change

• An ability to make the complex simple

• Knowledge of editorial processes or working with Content Marketing, Technical Writing or UX teams a real plus

And:

• 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 connection to our mission of Great writing for everyone

• A natural affinity to our values of Connect, Challenge, Own

🍩 Benefits

We don’t spend frivolously, but we do take care of our own. Besides smart, sincere colleagues and a vibrant work environment, we are proud to offer:

• Employer-covered medical plans, dental, vision, and life insurance

• FSA/HSA

• Competitive parental leave policy (parents actually work here!)

• Generous PTO

• Company stock options

• 401k plan with employer matching

• Flexible schedules

Writer is an equal opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.