Writer

AVP, Customer Success – West

Writer

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $309,000 - $391,000 per year

Job Level

Lead

About the role

  • Drive industry leading growth and retention by owning ambitious NRR and GRR goals, tying every expansion to quantifiable business outcomes
  • Lead, scale, and develop a high-performing CSM team across Strategic, Enterprise, and Mid-market segments—hiring exceptional talent and building clear career paths. Have a dotted line to other post sales organizations
  • Design and operationalize a regional success model that becomes the global blueprint - playbooks, metrics, and governance that scale
  • Build trusted partnerships with CIOs, CMOs, and business leaders at companies like Goldman Sachs, Accenture, and Hilton, positioning WRITER as mission-critical infrastructure
  • Collaborate cross-functionally with Sales, Product, Marketing, and Solutions architecture to co-create account strategies that deliver measurable ROI
  • Champion operational excellence through disciplined forecasting, success planning, and data-driven decision-making
  • Represent the voice of the customer at the highest levels, influencing product direction and innovation

Requirements

  • 10+ years in enterprise SaaS or transformation-driven technology with deep experience leading Fortune 500/Global 2000 relationships
  • 5+ years in a senior CS or post-sales leadership role. In addition to CS management, ideally have also led Engagement managers, Customer architects, and Customer support either directly or indirectly
  • Proven record-building and scaling CS organizations through inflection points - hypergrowth, global expansion, or IPO
  • Fluent in enterprise AI adoption and governance, with a strong grasp of ROI frameworks and transformation programs
  • A strategic and hands-on operator-able to alternate between vision and precision execution
  • Executive presence and credibility to influence at the C-suite level and coach at every level
  • Enthusiasm to both drive strategy and “get into the details” at the customer level to manage escalations and ensure delivery
Benefits
  • Generous PTO, plus company holidays
  • Medical, dental, and vision coverage for you and your family
  • Paid parental leave for all parents (12 weeks)
  • Fertility and family planning support
  • Early-detection cancer testing through Galleri
  • Flexible spending account and dependent FSA options
  • Health savings account for eligible plans with company contribution
  • Annual work-life stipends for:
  • Wellness stipend for gym, massage/chiropractor, personal training, etc.
  • Learning and development stipend
  • Company-wide off-sites and team off-sites
  • Competitive compensation, company stock options and 401k
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
enterprise SaaScustomer success managementdata-driven decision-makingROI frameworkstransformation programsoperational excellencesuccess planningforecastingcustomer engagementcustomer support
Soft Skills
leadershipstrategic thinkingcross-functional collaborationinfluencingcoachingexecutive presencecommunicationteam developmentrelationship buildingproblem-solving