About this role

As our Director of customer success in UK, you''ll be responsible for leading a high-performing customer success team that works with CIOs and business leaders at Fortune 500/Global 2000 companies. You''ll lead a team of 6-8 Strategic CSMs focused on adoption, retention, expansion, and ROI measurement. You''ll be expected to deliver on revenue targets, be active in the field with your team, improve existing processes, and help WRITER improve how we work with Strategic customers. A critical part of the role is providing guidance, coaching, and support to your team to enable individual and collective success.Your positivity, sense of curiosity, winning mindset, and ability to create champions from early adopters in the AI writing space will help shape our entire culture. If you have a builder mentality, this is the role for you. As a core leader in the business, you''ll be reporting to our VP, customer success.

Responsibilities

Deliver against aggressive but attainable NRR/GRR targets to continue building and developing WRITER''s success with strategic customersDrive CSMs to effectively lead customers through a defined success delivery methodologyHire and develop CSM talent aligned with our connect/challenge/own company values, creating personal development plans for each individual contributor to growCollaborate 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 improvementFoster 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

Qualifications

10+ years in SaaS with engaging Fortune 500/Global 20005+ years in Success leadership or similar leadership roleHighly strategic with deep experience in consultative, complex delivery methodologyProven experience building and leading a team from an early stageProven ability to work across the GTM organization to strategize, plan and execute a cross-functional approachHands-on success leader, energized by the transformative potential of generative AI and working with talented CSMsCommuting distance to a WRITER Hub: London

Benefits

Generous PTO, plus company holidaysComprehensive medical and dental insurancePaid parental leave for all parents (12 weeks)Fertility and family planning supportEarly-detection cancer testing through GalleriCompetitive pension scheme and company contributionAnnual work-life stipends for:

Home office setup, cell phone, internetWellness stipend for gym, massage/chiropractor, personal training, etc.Learning and development stipend

Company-wide off-sites and team off-sitesCompetitive compensation and company stock options

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