Enterprise customer success manager

Enterprise Customer Success Manager Base Pay Range

$/yr - $/yr

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 a business.

As the customer success manager, you’ll help build processes for onboarding, adoption, and retention. Our Net Revenue Retention is +130% and Gross Revenue Retention is +95%. You’ll report to the Manager of Enterprise Customer Success and work closely with other success managers to build a world‑class CS organization.

• 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 building on‑brand content at scale
• Meticulously project‑manage programs that help customers drive adoption, business value, and renew usage of Writer
• Own the full renewal process, including forecasting, negotiating, and proposal creation
• Be accountable to Gross and Net Dollar Retention targets for your customers
• Collaborate with Sales to introduce opportunities for revenue growth, cross‑sell, and upsell
• Develop new and existing relationships across your customers to strengthen partnership and create new advocates throughout the organization
• Produce and “processify” decks, Looms, and emails that help customers onboard, adopt, and renew usage of Writer at scale
• Collect and share insights that help Product identify scalable and unscalable ways to educate and activate the user base
• Analyze product usage data to provide deeper insights to customer champions and smarter understanding of adoption and value opportunities

• 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 deepening adoption within a team and 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; know how to motivate, unblock, and overcome barriers to large transformational change
• Ability to make the complex simple
• Knowledge of editorial processes or working with Content marketing, Technical writing, or UX teams is a real plus
• 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

• Generous PTO, plus company holidays
• Medical, dental, and vision coverage for you and your family
• Paid parental leave for all parents (12 weeks)
• Fertility and family planning support
• Early‑detection cancer testing through Galleri
• Flexible spending account and dependent FSA options
• Health savings account for eligible plans with company contribution
• Annual work‑life stipends for home office setup, cell phone, internet, wellness, and learning & development
• Company‑wide off‑sites and team off‑sites
• Competitive compensation, company stock options, and 401k

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.

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Location:

Chicago, IL