📐 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