Director, strategic customer success

About this roleAs our Director, strategic customer success, you’ll be responsible for leading a high-performing customer success team that works with CIOs and Business leaders at Fortune 500/Global 2000 companies. You’ll lead a team of 6-8 Strategic CSMs focused on adoption, retention, expansion, and ROI measurement. You’ll be expected to deliver on revenue targets, be active in the field with your team, improve existing processes, and help Writer improve how we work with Strategic customers. A critical part of the role is providing guidance, coaching, and support to your team to enable individual and collective success.Your positivity, sense of curiosity, winning mindset, and ability to create champions from early adopters in the AI writing space will help shape our entire culture. If you have a builder mentality, this is the role for you. As a core leader in the business, you’ll be reporting to our VP, customer success. ‍♀️ Your responsibilities:Deliver against aggressive but attainable NRR/GRR targets to continue building and developing Writer's success with strategic customersDrive CSMs to effectively lead customers through a defined success delivery methodology Hire and develop CSM talent aligned with our connect/challenge/own company values, creating personal development plans for each individual contributor to growCollaborate with cross-functional teams including Sales, Marketing, Solutions architecture, and Product to align solutions that drive meaningful business value for our customers.Provide regular GRR/NRR forecasts, performance reports, and insights to senior leadership, highlighting key metrics and areas for improvement Foster a culture of high-performance, collaboration, and continuous learning within the CSM team. Model the integrity, attitude, and sense of urgency that you’ll expect from your team.Establish and personally maintain strong relationships with key customer executives, acting as a trusted advisor and advocate⭐️ Is this you?10+ years in SaaS with engaging Fortune 500/Global 2000 5+ years in Success leadership or similar leadership role Highly strategic with deep experience in consultative, complex delivery methodologyProven experience building and leading a team from an early stage Proven ability to work across the GTM organization to strategize, plan and execute a cross-functional approachHands-on success leader, energized by the transformative potential of generative AI and working with talented CSMsCommuting distance to a Writer Hub: New York City, San Francisco, Austin, Chicago #LI-Hybrid Benefits & perks (US Full-time employees)Generous PTO, plus company holidaysMedical, dental, and vision coverage for you and your familyPaid parental leave for all parents (12 weeks)Fertility and family planning supportEarly-detection cancer testing through GalleriFlexible spending account and dependent FSA optionsHealth savings account for eligible plans with company contributionAnnual work-life stipends for:Home office setup, cell phone, internetWellness stipend for gym, massage/chiropractor, personal training, etc.Learning and development stipendCompany-wide off-sites and team off-sitesCompetitive compensation, company stock options and 401kWriter is an equal-opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.By submitting your application on the application page, you acknowledge and agree to Writer's Global Candidate Privacy Notice.

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