Director – Strategic customer success
| Company | Writer |
|---|---|
| Location | Chicago, IL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Expert or higher |
Requirements
- 10+ years in SaaS with engaging Fortune 500/Global 2000
- 5+ years in Success Leadership or similar leadership role
- Highly strategic with deep experience in consultative, complex delivery methodology
- Proven experience building and leading a team from an early stage
- Proven ability to work across the GTM organization to strategize, plan and execute a cross-functional approach
- Hands-on success leader, energized by the transformative potential of generative AI and working with talented CSMs
- Commuting distance to a Writer Hub: New York City, San Francisco, Austin, Chicago
Responsibilities
- Deliver against aggressive but attainable NRR/GRR targets to continue building and developing Writer’s success with strategic customers
- Drive CSMs to effectively lead customers through a defined success delivery methodology
- Hire and develop CSM talent aligned with our connect/challenge/own company values, creating personal development plans for each individual contributor to grow
- Collaborate with cross-functional teams including Sales, Marketing, Solutions Architecture, and Product to align solutions that drive meaningful Business Value for our customers
- Provide regular GRR/NRR forecasts, performance reports, and insights to senior leadership, highlighting key metrics and areas for improvement
- Foster a culture of high-performance, collaboration, and continuous learning within the CSM team. Model the integrity, attitude, and sense of urgency that you’ll expect from your team
- Establish and personally maintain strong relationships with key customer executives, acting as a trusted advisor and advocate
Preferred Qualifications
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No preferred qualifications provided.