Strategic customer success manager (UK)

📐 About this role

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 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 on brand content at scale

• 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 creating.

• 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

• Experience 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 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

• Knowledge of editorial processes or working with content marketing, technical writing or UX teams a real plus

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

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 connection to our mission of Great writing for everyone

• 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