Job description
📐 About this role
We’re looking for a Mid-market customer success manager whose top priority is helping customers succeed with WRITER. Our Product is adopted across an organization so we need someone who’s comfortable in a complex customer relationship environment navigating many relationships, project managing deliverables and driving value across their business.
As a Mid-market customer success manager, you’ll be on the ground-floor helping us build processes for onboarding, adoption, and retention and expansion.
You’ll be reporting to the Director of scaled programs and renewals and will be working very closely with our other Customer success managers in building a world-class CS org.
🦸🏻♀️ Your responsibilities
Own everything from customer onboarding, training, ongoing nurture programs and best practices for your book of business
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, lead webinars and roundtable discussions with customers to showcase use-cases for generative AI and drive adoption
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
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
Collect and share insights that help Product identify both scalable and unscalable ways to educate and activate the user base on the product
⭐️ Is this you?
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
Experience in deepening adoption within a team as well as introducing a product across many teams in an organization
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:
And:
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 natural affinity to our values of Connect, Challenge, Own
🍩 Benefits & perks (UK full-time employees):
Generous PTO, plus company holidays
Comprehensive medical and dental insurance
Paid parental leave for all parents (12 weeks)
Fertility and family planning support
Early-detection cancer testing through Galleri
Competitive pension scheme and 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 and company stock options
