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Company

Writer · 6 hours ago

Enterprise customer success manager

Chicago, IL

Full-time

Remote

Mid, Senior Level

5+ years exp

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ContentGenerative AI

Growth Opportunities

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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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Enterprise B2B SaaSCustomer Success ManagementGrossNet dollar retentionChange ManagementRelationship ManagementContent MarketingUX CollaborationProactive CommunicationTechnical Writing

Required

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 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

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 stipend for gym, massage/chiropractor, personal training, etc. + Learning and development stipend

Company-wide off-sites and team off-sites

Competitive compensation, company stock options and 401k