Scale customer success manager

Job Description

• Own a book of business of up to 100 customers, driving adoption, value and retention as your primary measures of success • Own everything from customer onboarding, training, ongoing nurture programs and best practices for your customers • 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 with customers to showcase use-cases for generative AI • Lead webinars and roundtable discussions as a way to drive adoption and educate at scale • Create and launch scaled automation playbooks to engage your customers at scale • 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 • Own the full customer renewal process, including forecasting, negotiating, and proposal creation. • 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

Qualifications

• 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, 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 • 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 • 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

• Employer-covered medical plans, dental, vision, and life insurance • FSA • Competitive parental leave policy (parents actually work here!) • Generous PTO • Company stock options • 401k plan with employer matching • Flexible schedules