Writer is hiring a
Team lead, Scale customer success manager

Summary

The job is for a Team Lead in a company providing generative AI solutions. The role involves helping customers succeed with the product, building processes for onboarding, adoption, and retention, and driving customer success. The candidate should have at least 3 years of experience in a CSM role in B2B SaaS.

Requirements

• 3+ years in a CSM 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 CS tools
• 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

Responsibilities

• Own and define strategy and process for a new, higher-touch tier of our scale segment while owning a book of business up to 100 customers
• Own everything from customer onboarding, training, ongoing nurture programs and best practices for your customers
• Drive adoption, value and retention as your primary measures of success
• Act as the advisor for customers; creating, owning and driving their overall success plan
• Develop expertise as an advisor of best practices in leveraging AI to at scale across an enterprise organization
• Run product workshops with customers to showcase use-cases for generative AI
• Lead webinars and roundtable discussions as a way to drive adoption and educate at scale
• Create and launch scaled automation playbooks to engage your customers at scale
• Analyze adoption data and usage patterns to gather insights and form opinion on new playbooks to tackle identified 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 rate targets for your customers
• Work collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsell

Preferred Qualifications

• 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

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