Director, Strategic customer success

The Director, Strategic Customer Success at Writer specifically focuses on leading a high-performing customer success team that directly interacts with CIOs and Business Leaders at Fortune 500/Global 2000 companies. This role is centered around driving customer adoption, retention, and ensuring a positive ROI for strategic clients. Key responsibilities include delivering on revenue targets, hiring and developing top CSM talent, collaborating with internal teams, and providing performance insights to senior leadership.

A successful candidate for the Director, Strategic Customer Success role at Writer should have over 10 years of experience in the SaaS industry, with at least 5 years in a leadership role within customer success. Candidates should demonstrate a strong ability to build and lead teams, extensive experience in consultative delivery methodologies, and a proven track record of working across various departments to strategize solutions that add value to customers.

The Director, Strategic Customer Success position at Writer is not remote; it requires commuting distance to a Writer Hub in cities like New York City, San Francisco, Austin, or Chicago. This ensures close interaction with team members and clients while fostering a collaborative environment.

Writer promotes a culture of high performance and continuous learning within the CSM team. As the Director, you'll model integrity and a sense of urgency while supporting your team in achieving their goals. This role is ideal for individuals who thrive in collaborative environments and are driven by the desire to build champions among early adopters of AI technologies.

As a full-time employee in the Director, Strategic Customer Success role at Writer, you'll enjoy generous PTO, medical, dental, and vision coverage for you and your family, and a range of wellness stipends. Additionally, Writer offers paid parental leave, fertility and family planning support, and competitive compensation packages including stock options and a 401k.

To drive adoption among Fortune 500 clients in the Director, Strategic Customer Success role, I would focus on understanding the unique needs and pain points of each client. By developing tailored onboarding and training processes, establishing clear success metrics, and having regular check-ins to assess progress, I would ensure a smooth integration of our AI solutions.

Fostering a high-performance culture is about leading by example. I plan to cultivate an environment where feedback is encouraged, team members feel supported in their growth, and successes are celebrated. Regular one-on-ones to discuss personal development and collaborative goal setting will be essential in this process.

In a previous role, I identified a client who was unhappy with our product due to unmet expectations. I initiated an engagement strategy that involved direct communication with their leadership, understanding their concerns, and implementing a customized action plan. This hands-on approach helped rebuild trust and resulted in a significant uptick in their engagement and satisfaction.

Key metrics for measuring customer success include Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer satisfaction scores (CSAT), and customer lifetime value (CLV). Monitoring these metrics allows for continuous improvement in customer engagement and success strategies.

I believe in personalized development plans for each CSM to align their career ambitions with the company's goals. This includes mentorship, continuous training on technology and tools, and opportunities for cross-functional collaboration to enhance their skills and broaden their perspectives.

Technology plays a pivotal role in customer success by enabling data-driven decision-making and streamlining communication. Tools that provide analytics and insights into customer behavior are essential for proactively addressing customer needs and improving experiences.

Regular cross-functional meetings help ensure that my team is aligned with Sales, Marketing, and Product departments. These collaborative engagements help in strategizing together on customer journeys and aligning goals, which enhances overall service delivery.

One of the biggest challenges today is keeping pace with rapidly changing customer expectations in the SaaS industry. It’s crucial to continually adapt strategies to provide not just service but genuine value, and this requires being proactive about customer feedback and industry trends.

I prioritize by first understanding the impact of each stakeholder's needs on our overall business objectives. Then, I utilize a combination of data analysis and direct communication to determine which issues demand immediate attention while maintaining a transparent dialogue with all parties involved.

I am drawn to Writer's innovative approach to AI and the emphasis on driving meaningful business value for customers. The opportunity to lead a dedicated team and foster an environment where customer success is at the forefront aligns perfectly with my passion for transformative technology.