Strategic Customer Success Manager, Writer
+ Company stock options
AI writing assistant
Open for applications
AI writing assistant
201-500 employees
Open for applications
+ Company stock options
201-500 employees
Company mission
To bring generative AI to the enterprise.
Role
Who you are
- 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
- 7+ years in a CSM role focused on Fortune 50-100 accounts
- Experience delivering high-touch, white-glove service to large, enterprise accounts
- 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
- 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
What the job involves
- We’re looking for an Strategic customer success manager whose top priority is helping our Fortune 50-100 customers succeed with Writer
- As our Strategic 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 Director of customer success and be working very closely with our other customer success managers in building a World Class CS org
- 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 renew 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 renew 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
Our take
AI-assisted writing tools have taken off over recent years. With the likes of high-exposure company Grammarly accelerating adoption of such tools, a flurry of startups have appeared to offer their own takes. Writer’s angle is to leverage AI as a means of standardizing and scaling both content and communications for business teams. The tool offers autofilling and inline suggestions that keep content aligned with pre-determined company language and style guides.
This branded fine-tuning function distinguishes it from full copy-generation competitors, as well as from Grammarly itself, which is a more generalist copyediting tool. It subsequently caters to major enterprise clients looking to maintain standards across multiple and sprawling teams, and the company has managed to net major clients like Deloitte, Twitter, UiPath, and Accenture.
While AI-related buzz remains solidly around generative AIs like ChatGPT and Bard, Writer's narrow target market - in which it has already found success - supplies plenty of scope to grow, as AI copyediting tools look set to rapidly become content industry standard. With continued new launches and updates to its offerings as well as an impressive $100 million Series B awarded in 2023, the company is well-placed to seek further success into the future.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 3 rounds)
Sep 2023
$100m
SERIES B
Nov 2021
$21m
SERIES A
Total funding: $126m
Company benefits
- Selection of employer-covered medical plans, plus dental, vision, life insurance, and FSA
- Flexible location and schedule options
- Competitive parental leave policy
- Company stock options
- 401k plan with employer contributions
- Learning and development stipend
- Generous PTO
- Distributed from Day 1: Our processes and operating cadence are built around a distributed culture
- SF office space: If you prefer working from an office, we have a beautiful sunny one in Union Square, the heart of San Francisco
Company values
- Connect: Writer’s success depends on the strength of our relationships. We strive to understand and respect each other on a human level.
- Challenge: We don’t shy away from conflicting points of view. The more diverse the perspectives, the better. Each and every Writer contributor is encouraged to question, challenge, and propose ideas across the business.
- Own: Regardless of role, we’re all owners. We strive to create an impactful, enduring company by building processes and owning outcomes.
Company HQ
Union Square, San Francisco, CA
Articles
Leadership
May Habib
(CEO)Harvard economics graduate, who was previously VP of sovereign wealth fund Mubadala Development Company, and a global shaper at the World Economic Forum. Also co-founded Qordoba.
Waseem Alshikh
(CTO)Previously co-founded CloudAppers, then served as CTO at iMENA. Subsequently co-founded AI content editor Qordoba.
Salary benchmarks
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