📐 About this role
As 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 customers
Drive 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 grow
Collaborate 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 methodology
Proven 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 approach
Hands-on success leader, energized by the transformative potential of generative AI and working with talented CSMs
Commuting distance to a Writer Hub: New York City, San Francisco, Austin, Chicago
🍩 Benefits & perks (US Full-time employees)
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.
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