Strategic customer success manager (UK)

Beschreibung:

📐 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