WRITER · 1 month ago
Strategic customer success manager
Chicago, IL
Full-time
Onsite
Senior Level
$185K/yr - $234K/yr
7+ years expWRITER is seeking a Strategic Customer Success Manager to help Fortune 50-100 customers succeed with their services. The role involves managing customer relationships, driving adoption and retention, and collaborating with sales to enhance revenue opportunities.
Agentic AIContentFoundational AIGenerative AINatural Language ProcessingProductivity ToolsVirtual Assistant
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 create 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
Required
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
An ability to make the complex simple
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
Preferred
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
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
Company
WRITER
Writer is a software firm that develops a full-stack generative AI platform delivering transformative ROI for enterprises.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$326MKey Investors
ICONIQ GrowthInsight PartnersUpfront Ventures
2024-11-12Series C· $200M
2023-09-18Series B· $100M
2021-11-15Series A· $21M
Leadership Team
May Habib
Co-founder and CEO
Waseem AlShikh
Co-founder and CTO
Recent News
Crunchbase News
2025-12-09
2025-12-05
Company data provided by crunchbase