Remote Strategic Customer Success Manager

Summary

The job is for a Strategic Customer Success Manager who will help Fortune 50-100 customers succeed with a generative AI product. The role involves creating and owning the overall success plan, developing best practices in content creation, project managing programs, owning the renewal process, collaborating with sales, producing decks, Looms, and emails for customer onboarding, adoption, and renewal, collecting insights to help product identification, analyzing product usage data, and managing relationships across multiple stakeholder levels.

Requirements

• 7+ years in a CSM role focused on Fortune 50-100 accounts
• Experience delivering high-touch, white-glove service to large, key 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

Responsibilities

• 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

Preferred Qualifications

• An ability to make the complex simple
• Knowledge of editorial processes or working with Content Marketing, Technical Writing or UX teams a real plus
• Experience managing or owning large-scale deployments is a real plus

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