Scale Customer Success Manager

Writer - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Professional, Scientific, and Technical Services

About the position

At Writer, we are on a mission to provide great writing for everyone, and we are looking for a Customer Success Manager, Scale to help our customers succeed with our innovative generative AI solutions. This role is pivotal as it involves building processes for onboarding, adoption, and retention of our customers. With a strong foundation of a Net Revenue Retention (NRR) rate of +130% and a Gross Revenue Retention (GRR) rate of +95%, you will be starting from a place of success and opportunity. You will report directly to the VP of Customer Success and collaborate closely with other customer success managers to develop a world-class customer success organization. In this role, you will own a book of business consisting of up to 100 customers, focusing on driving adoption, value, and retention as your primary measures of success. Your responsibilities will encompass everything from customer onboarding and training to ongoing nurture programs and best practices tailored for each customer. You will act as an advisor, creating and driving overall success plans for your customers, and developing expertise in leveraging AI at scale across enterprise organizations. You will also run product workshops to showcase use cases for generative AI, lead webinars and roundtable discussions to drive adoption, and create scaled automation playbooks to engage customers effectively. Analyzing adoption data and usage patterns will be crucial for gathering insights and identifying opportunities to increase customer value. Additionally, you will own the full customer renewal process, including forecasting, negotiating, and proposal creation, while being accountable for Gross Dollar Retention (GDR) targets. Collaboration with the Sales team to introduce opportunities for revenue growth through cross-sell and upsell will also be a key aspect of your role. Your insights will help the Product team identify scalable and unscalable ways to educate and activate the user base on our product.

Responsibilities

• Own a book of business of up to 100 customers, driving adoption, value, and retention as primary measures of success.
• Manage customer onboarding, training, ongoing nurture programs, and best practices for customers.
• Act as an advisor for customers, creating and driving their overall success plan.
• Develop expertise in leveraging AI at scale across enterprise organizations.
• Run product workshops with customers to showcase use-cases for generative AI.
• Lead webinars and roundtable discussions to drive adoption and educate at scale.
• Create and launch scaled automation playbooks to engage customers effectively.
• Analyze adoption data and usage patterns to gather insights and identify areas of opportunity for increasing customer value.
• Own the full customer renewal process, including forecasting, negotiating, and proposal creation.
• Be accountable to Gross Dollar Retention (GDR) targets for customers.
• Work collaboratively with Sales to introduce opportunities for revenue growth, cross-sell, and upsell.
• Collect and share insights to help Product identify scalable and unscalable ways to educate and activate the user base.

Requirements

• 3+ years in a Customer Success Manager role in B2B SaaS.
• Experience managing a high-volume book of business and building programs to support customers at scale.
• Demonstrated proficiency in building playbooks and automation in Customer Success tools.
• Experience carrying and regularly exceeding a Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) target, including full ownership of the renewal process.
• Experience in deepening adoption within a team and introducing a product across many teams in an organization.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Ability to analyze information, make connections, and demonstrate deep-level thinking.
• Ability to collaborate with teams of all sizes while also being able to work independently as a self-starter.
• Excellent relationship-building skills; ability to grow and nurture relationships with internal stakeholders.

Nice-to-haves

• Proactive communication skills, both synchronous and asynchronous.
• Intrinsically motivated with a high standard for quality in work.
• Incredibly curious and an active listener.
• Strong presentation skills.
• A genuine leader with a connection to the mission of great writing for everyone.
• A natural affinity to the company's values of Connect, Challenge, Own.

Benefits

• Employer-covered medical plans, dental, vision, and life insurance.
• Flexible Spending Account (FSA).
• Competitive parental leave policy.
• Generous Paid Time Off (PTO).
• Company stock options.
• 401k plan with employer matching.
• Flexible schedules.