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WRITER · 4 months ago

Strategic customer success manager, financial services

New York City, NY (hybrid)

Full-time

Hybrid

Senior Level

7+ years exp

Writer is seeking a Strategic Customer Success Manager to drive AI-powered transformation for Fortune 50 Financial services customers. This role focuses on building complex customer relationships, integrating AI solutions, and managing customer onboarding, adoption, and retention processes.

Agentic AIContentFoundational AIGenerative AINatural Language ProcessingProductivity ToolsVirtual Assistant

Growth Opportunities

Responsibilities

Act as the strategic partner and main point of contact for leading financial institutions

Build and manage senior level relationships, including C suite engagements; developing new and existing relationships across your customers

Develop tailored success plans that align AI adoption with business goals

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 for Gross and net dollar retention rate targets for your customers

Collaborate with Sales to identify and execute expansion opportunities

Advocate for customer needs internally, especially around regulated use cases

Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities

Qualification

Financial services experienceCustomer success managementAI integrationExecutive stakeholder managementAnalytics thinkingProject managementProactiveOrganizedCommunicationStorytelling skills

Required

7+ years experience in financial services, with experience in banking, asset management, fintech, or management consulting

3-5+ years experience in a customer facing saas or consulting role with a focus on transformation, strategy, or enablement

Proven ability to manage and influence executive stakeholders, including C-level decision makers

Deep understanding of the financial services landscape, including its specific challenges, regulatory environment, and communication standards

Skilled at leading complex projects, aligning on KPIs, and driving adoption at scale

Analytics thinker with business acumen; you can link product value to business impact

Excellent communicator; incredibly curious and active listener

Proactive, self-motivated, and highly organized in a fast paced environment

A natural affinity to our values of Connect, Challenge, Own

Preferred

Background in management consulting

Experience driving AI or operational transformation in regulated industries

Experience supporting or leading large scale rollouts or change management programs

Strong storytelling and presentation skills for executive audiences

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 https://www.galleri.com/partner/writer

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