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Strategic customer success manager, Healthcare



Customer Service, Sales & Business Development
New York, NY, USA · San Francisco, CA, USA · San Francisco Bay Area, CA, USA · San Francisco, CA, USA · Oregon, USA
Posted on Friday, March 15, 2024

✍🏽 About Writer

AI your people will love. That's our vision, and it contains multitudes :-)


your people

will love.

We're filling a big need for generative AI built ground-up for the needs of enterprises and embraced by their teams. As generative AI became a board-level initiative almost overnight for most enterprises, our market matured dramatically and we benefit from that tailwind. Our product is highly differentiated, our roadmap is transformative, and our customers are happy and vocal.

📐 About this role

Great writing, for everyone. It’s our vision for Writer, and our customers’ vision for their teams. We’re looking for a healthcare and life-sciences focused strategic customer success manager whose top priority is helping our Fortune 50-100 Healthcare and Life Sciences 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, ad is comfortable with the language and particularities of healthcare workflows.

As our strategic customer success manager healthcare specialist, 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 VP Customer Success and be working very closely with our other customer success managers as well as our Healthcare Pod leadership in building a World Class CS org.

🦸🏻‍♀️ Your 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 AI supported healthcare workflows

  • 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 creation.

  • 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 created 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

⭐️ Is this you?

  • 7+ years in a CSM role focused on Fortune 50-100 accounts, with at least 3 of those years focused on healthcare - particularly large health insurers, health systems, and/or life-science firms

  • Experience delivering high-touch, white-glove service to large, key accounts in healthcare

  • 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

  • Training and experience as a clinician (RN, BSN, PT, PA, NP, etc) is a real plus

  • Experience managing or owning large-scale deployments is a real plus


  • 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

Curious to learn more about who we are and how we operate? Visit us here

🍩 Benefits

Benefits & perks

  • 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

Writer 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.