Senior customer education and adoption manager

✍🏽 About Writer

Writer is the leading generative AI platform built for the needs of companies and teams. Unlike other AI products, Writer's training happens securely on a company's own provided data and their style and brand guidelines. The result is content that's consistent and on-brand, whether the initial text came from humans or from AI.

Writer is enterprise-grade with all of the security and data privacy features needed for organization-wide rollouts. Writer is deployed widely at leading companies like UnitedHealthcare, Accenture, Intuit, UiPath, HubSpot, Spotify, Hilton, Uber, and Deloitte.

🛣 Traction and backing

Our customers include Bill.com, Intuit, UiPath, Pinterest, and Hubspot. It's a great community of writers, content strategists, copyeditors, and editorial leaders. They are a true community and the content vanguard. We have a NRR of +130% and we're just getting started.

Our funnel is large and growing fast (+1M visitors/month, thousands of weekly trial starts). This is important, as you'll have nearly instant feedback on the features you'll be building or the growth experiments you'll be running.

We're backed by the best funds in the game and a world-class group of founders, operators, and angels.

🎯 Why it's the perfect time to join

We're 50 people. There's a lot of room to contribute and grow an enduring SaaS company. You will have unquestionably made it happen.

We have strong Product Market Fit. 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 — as well as users who depend on us to sharpen their writing.

Build it, nail it, scale it. We're at 'nail it.' If you like helping turn dirt paths into smooth roads, now is the perfect time to join. We've grown 5x and are running fast towards aggressive — and achievable — milestones.

📐 About this role

Great writing, for everyone. It’s our vision for Writer, and our customers’ vision for their teams. We’re looking for a Customer Education & Engagement Manager whose top priority is creating and distributing user education content effectively to help our users succeed with Writer. This is a multi-dimensional role to own the post sale digital customer lifecycle journey.

You’re the first person in this role at Writer, so we’re looking for someone’s who’s experienced, but not afraid to get their hands a little dirty and build the foundational processes, systems and programs to support our user education efforts.

🦸🏻‍♀️ Your responsibilities

• Own all user education mediums, including our Help Center and any future formats for learning (e.g. Writer Academy)

• Create help articles, videos, webinars and guides

• Own our digital engagement channels, including 1 to many email automation and in-app messaging to drive consumption of our educational content and ultimately increase user adoption at scale

• Create and own the digital customer journey

• Work alongside our CSM team to leverage their expertise for creating workshops and live content we can scale acrossour customer base

• Work closely with our Product team on upcoming releases to ensure we have the right content to educate our users and a communication plan to go along with it

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

• Stay on top of our user adoption trends, including the critical paths to success, where users get tripped up and what opportunities there are

How we’ll know you’re being successful

• Users are highly engaged with our education content

• User adoption is increasing

• CSMs and Support are spending less time on tactical user education questions

• We can draw a clear line between customers who engage with our education programs and those who are seeing most value from Writer

⭐️ Is this you?

• 5+ years in a Customer Lifecycle, Customer Marketing or Customer Education role

• An excellent written communicator. Can turn complex topics into content that educates and creates action

• Experience in creating content for multiple mediums, e.g. Video creation, Guides, Courses, Webinars, etc

• Has owned the user journey, running both lifeyecle and behavior based 1:M campaigns to drive adoption

• Has a deep understanding of user habits and how to drive users to action

• Analytical - you know how to measure your work against business impact

• Highly experimental, data driven - you know your way around a user cohort chart

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

And:

• Scrappy. You love to build processes, systems and workflows

• A ruthless prioritizer

• Proactive communication skills, both sync and async

• Intrinsically motivated: you set the highest possible bar for what you build, write, ship

• 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

• 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.