Mid-market customer success manager

About this roleWe’re looking for a Mid-market 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 responsibilitiesOwn everything from customer onboarding, training, ongoing nurture programs and best practices for your book of business

Drive adoption, value and retention as your primary measures of success

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, lead webinars and roundtable discussions with customers to showcase use-cases for generative AI and drive adoption

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

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

? Is this you?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

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:

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 natural affinity to our values of

Connect, Challenge, Own

Benefits and 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 ..... full job details .....