Strategic Customer Success Manager
February 14
🏡 Remote – Anywhere in California
Description
• 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
Requirements
• 7+ years in a CSM role in Enterprise B2B SaaS • 3+ 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
Benefits
• 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
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