Director, Strategic customer success

✍🏽 About Writer

Writer is the full-stack generative AI platform delivering transformative ROI for the world’s leading enterprises. Named one of the top 50 companies in AI by Forbes and one of the best places to work by Inc. Magazine, Writer empowers hundreds of customers like Accenture, Intuit, L’Oreal, Mars, Salesforce, and Vanguard to transform the way they work. 

Writer’s fully integrated solution makes it easy to deploy secure and reliable AI applications and agents that solve mission-critical business challenges.  Our suite of development tools is powered by Palmyra – Writer’s state-of-the-art family of LLMs — alongside our industry-leading graph-based RAG and customizable AI guardrails. 

Founded in 2020 with office hubs in San Francisco, New York City, Austin, Chicago, and London, our team of over 250 employees thinks big and moves fast, and we’re looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work.

📐 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  

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

🍩 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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