WRITER · 2 days ago
Director, customer success strategy & operations
New York, NY
Full-time
Hybrid
Director/Executive
$212K/yr - $250K/yr
7+ years expWRITER is a leader in enterprise generative AI, empowering organizations to harness AI-powered work. The role involves architecting the customer success operational strategy and optimizing processes to enhance customer retention and business growth.
Agentic AIContentFoundational AIGenerative AINatural Language ProcessingProductivity ToolsVirtual Assistant
Responsibilities
Architect and evolve our customer success operational strategy, refining organizational structures, roles, and key performance indicators to ensure scalable, AI-powered excellence for enterprise customers
Drive the design and implementation of innovative, AI-first solutions for customer success operations, optimizing everything from CSM staffing models and resource allocation to customer lifecycle management
Build and maintain the end-to-end operational architecture and data integrity across all customer success systems, ensuring precise forecasting of headcount, capacity, and territory planning
Lead the development and automation of executive-facing dashboards and reporting on critical KPIs like NRR and GRR, transforming raw data into actionable insights for the customer success leadership team
Collaborate extensively with cross-functional partners in revenue operations, GTM systems, analytics, product, and finance to align data, systems, and processes that underpin our customer journey
Serve as a strategic partner to the chief customer officer, orchestrating operational cadences, driving cross-functional initiatives, and managing complex projects with precision and accountability
Translate technological and data-related requests into concrete requirements and solutions, ensuring our customer success teams are equipped with best-in-class tools and infrastructure
Qualification
Required
7+ years of progressive experience in go-to-market operations, ideally within customer success operations, revenue operations, or high-growth management consulting, preferably in the B2B SaaS / AI space
Proven expertise in architecting and optimizing customer lifecycle management, recurring revenue models, and operational workflows for enterprise-level clients
Deep technical proficiency with Salesforce as a source of truth, advanced analytics tools (e.g., Omni, Tableau), spreadsheet modeling (Excel/Google Sheets), and a strong understanding of AI tooling
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: + 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