Strategic customer success manager (UK)

About this roleGreat writing, for everyone. It’s our vision for Writer, and our customers’ vision for their teams. We’re looking for an Strategic customer success manager whose top priority is helping our Fortune 50-100 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 our Strategic customer success manager, you’ll be on the ground-floor helping us build processes for onboarding, adoption, and retention. Our NRR is +130%, and GRR is +95%, so you’ll be starting from a great foundation.You'll be reporting to the Director of customer success and be working very closely with our other customer success managers in building a world class CS org. ‍♀️ Your responsibilitiesAct as the single point-person for customers; creating, owning and driving their overall success planDevelop expertise as an advisor of best practices in developing on brand content at scaleMeticulously project manage programs that will help customers drive adoption, business value and renew usage of WriterOwn the full customer renewal process, including forecasting, negotiating, and proposal creating.Be accountable to gross and net dollar retention rate targets for your customersWork collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsellDevelop new and existing relationships across your customers to ensure we’ve strengthened our partnership and created new advocates across the customer’s organizationProduce 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 productAnalyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities⭐️ Is this you?7+ years in a CSM role focused on Fortune 50-100 accountsExperience 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 RenewalExperience in deepening adoption within a team as well as introducing a product across many teams in an organizationExperience 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 changeAn ability to make the complex simpleKnowledge of editorial processes or working with content marketing, technical writing or UX teams a real plusExperience managing or owning large-scale deployments is a real plus And:Proactive communication skills, both sync and asyncIntrinsically motivated: you set the highest possible bar for what you build, write, shipIncredibly curious and an active listenerA great presenterA genuine leaderA connection to our mission of Great writing for everyoneA natural affinity to our values of Connect, Challenge, Own Benefits & perks (UK full-time employees):Generous PTO, plus company holidaysComprehensive medical and dental insurancePaid parental leave for all parents (12 weeks)Fertility and family planning supportEarly-detection cancer testing through GalleriCompetitive pension scheme and 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 and company stock options#LI-Hybrid

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