About this role

We’re looking for a 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 businessDrive adoption, value and retention as your primary measures of successAct as the advisor for customers; creating, owning and driving their overall success planDevelop expertise as an advisor of best practices in leveraging AI to at scale across an enterprise organizationRun product workshops, lead webinars and roundtable discussions with customers to showcase use-cases for generative AI and drive adoptionAnalyze adoption data and usage patterns to gather insights and form opinion on new playbooks to tackle identified areas of opportunity for increasing customer valueBe accountable to Gross dollar retention rate targets for your customersWork collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsellCollect and share insights that help Product identify both scalable and unscalable ways to educate and activate the user base on the productIs this you?

3+ years in a CSM role in B2B SaaSExperience managing a high-volume book of business and building programs to support customers at scaleDemonstrated proficiency in building playbooks and automation in CS toolsExperience carrying and regularly exceeding a GRR and NRR targetExperience in deepening adoption within a team as well as introducing a product across many teams in an organizationAbility to prioritize, multi-task, and perform effectively under pressureAbility to analyze information, make connections, and demonstrate deep-level thinkingAbility to collaborate with teams of all sizes while also being able to work independently as a self-starterExcellent relationship-building skills; ability to grow and nurture relationships with internal stakeholdersAnd:Proactive communication skills, both sync and asyncIntrinsically motivated: you set the highest possible bar for what you build, write, shipIncredibly curious and an active listenerA great presenterA genuine leaderA natural affinity to our values of Connect, Challenge, OwnBenefits and perks (UK full-time employees):

Generous PTO, plus company holidaysComprehensive medical and dental insurancePaid parental leave for all parents (12 weeks)Fertility and family planning supportEarly-detection cancer testing through GalleriCompetitive pension scheme and company contributionAnnual work-life stipends for:Home office setup, cell phone, internetWellness stipend for gym, massage/chiropractor, personal training, etc.Learning and development stipendCompany-wide off-sites and team off-sitesCompetitive compensation and company stock options

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